CX Insights Manager

VOC Insights ManagerJob SummaryJoin HSAD, supporting LG Electronics, a global leader in innovation and technology, as our VOC Insights Manager! In this dynamic role, you will be at the forefront of transforming consumer feedback into actionable insights that drive our business forward. You will collaborate with cross-functional teams, including eCommerce, Supply Chain, Marketing, and Product, to understand consumer needs and enhance the customer experience. If you are passionate about leveraging data to influence decision-making and thrive in a fast-paced environment, this is the perfect opportunity for you to make a significant impact at LG Electronics. Bring your expertise in data analysis and text analytics to help us operationalize the voice of the customer and elevate our brand to new heights!Key ResponsibilitiesCollaborate with stakeholders (eComm, Supply Chain, Marketing, Product, etc.) to understand their business needs and provide actionable consumer insightsAnalyze qualitative and quantitative data to identify improvement opportunities and work with teams to enhance customer experienceCommunicate insights clearly through presentations, helping to operationalize the voice of the customerBecome proficient in Qualtrics XM Discover for VOC text analyticsDevelop and maintain NLP text categorization models and perform sentiment tuning for diverse sources of qualitative data Establish standards and best practices for categorization, sentiment and text analysis Help stakeholders use the platform and increase adoption of technical capabilities where possibleConduct regular maintenance and troubleshooting for the platformPromote key platform features through demos and pilot projectsCapabilities/QualificationsBachelor's degree from a reputable university3+ years in a technical, consulting, or client-facing roleSelf-starter with the ability to manage multiple projects in a fast-paced environmentDetail-oriented with strong prioritization skillsExperience in Market Research, Business Analysis, Data Analysis and/or Linguistic StudiesExperience with text analytics and statistical modeling techniquesStrong ability to translate data into clear visuals and dashboardsExperience collaborating with operational leaders to identify challenges and opportunity Excellent communication skills, both written and verbalProven analytical skills with a focus on delivering actionable insightsFamiliarity with software and front-end development is a plus

Created: 2025-02-04