VOC Data & Insights Specialist

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Description

ABOUT THE ROLE We are looking for the VOC Data & Insights Specialist who thrives on turning raw data into actionable stories. In this role, you will be the bridge between our customer data systems and business decisions. You will be responsible for pulling data directly from APIs, querying a Data Warehouse as an advanced end-user, and building dynamic reports in Excel and Tableau. A significant portion of this role focuses on Support Operations and Text Analytics. You will leverage Zendesk Explore to monitor support performance and use text analytics to extract meaningful customer sentiment and trends from unstructured data. If you love data wrangling, have a knack for finding patterns in text, and enjoy building practical reports using both warehouse data and platform APIs, we want to hear from you. YOU WILL BE RESPONSIBLE FOR: Data Extraction & Querying: Query data directly from our Data Warehouse to pull relevant operational datasets. Connect to and extract data from various platform APIs when direct warehouse integration isn't available. Data Preparation: Clean, manipulate, and merge disparate datasets (from DWH, APIs, and manual uploads) to ensure accuracy and consistency before reporting. CX & Support Analytics : Act as our internal expert for Zendesk Explore. Build, maintain, and optimize dashboards to track customer support KPIs, team productivity, and service bottlenecks. Text & Sentiment Analytics : Analyze unstructured text data (customer tickets, feedback, chat logs) using text analytics techniques to identify emerging customer pain points, feature requests, and sentiment trends. Report & Dashboard Creation: Design and maintain clear, user-friendly reports and dashboards in Tableau and Excel (utilizing advanced formulas, Power Query, and Pivot Tables) for cross-functional teams. , Snowflake, BigQuery, Redshift) with the ab

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