Sr. Consultant - VOC Customer Experience
Carlisle & Gallagher Consulting Group
Fortune 100 Retirement Services Provider
- Senior VOC Analyst for Customer Experience team focusing on Retail Banking and Individual Lines of Business including Brokerage, Life Insurance, Educational Savings and Trust.
- Drive initiatives that complement the customer experience team objectives
- Interpret customer insights and production issues; process analysis, business analysis, improvement capabilities
- VOC - Voice of the Customer
- VOF - Voice of the Field
- Provide insight to business leaders through analysis of customer feedback from multiple data sources including actionable recommendations, forecasting and reporting that inform and improve the effectiveness, planning and execution of customer experience projects and overall strategy
- Transform raw data into meaningful action plans.
- Working knowledge of the latest big data technologies as well as digital survey analytics tools such as OpinionLab, Qualtrics and SATMetrix
- Understanding of a broad range of business processes and related systems in order to effectively work with several areas of the bank and brokerage