Research and Market Intelligence Analyst, Voice of the Client
- Full Time
The Analyst, Voice of the Client will work as a member of the R&MI Voice of the Client team. The team is responsible for the implementation and day to day support of the Cox Automotive Voice of the Client (VOC) program. This person will support the Voice of the Client team with completion of day to day tasks, performing weekly VOC programs, quality checks, ad hoc requests from our internal clients and communication with our Voice of the Client platform vendor.
This individual will work closely with internal R&M Voice of the Client team assisting with responding to daily questions, requests, and ad hoc needs supporting the Cox Automotive VOC programs. The Analyst will be responsible for preparing and uploading manual invitation files, daily monitoring of automated case management web service messaging and batch processing files. The Analyst will play a key role for technical needs including communication, troubleshooting and resolution working with internal IT resources and VOC platform vendor.
The Analyst will also support the R&MI Voice of the Client team with new implementations and changes to existing programs. This includes survey changes, system data analysis and providing recommended solutions to meet business requirements. The Analyst will be considered a subject matter expert of the VOC platform.
This position reports to the Director, Voice of the Client - Research & Market Intelligence.
Monitor integration points with various CRM systems (Salesforce).Ensure daily/weekly operating of VOC platform and take key lead and follow through to resolution when issues arise.Act as first point of contact to internal business partners responding to questions and requests.Manage user logins authorization and access rights.Support VOC team with project implementations.Manage assigned responsibilities and support VOC platform programs that will ensure the voice of the client is heard.Analyze and interpret data and historical trends; driving effective and actionable business decisions.Help identify ways to simplify and improve processes, proactively making suggestions for efficiency improvements.Support ad hoc survey projects as requested.QUALIFICATIONS:
BS/BA in related discipline (Business Administration, Marketing, Statistics) OR an equivalent combination of education and work related experience.1+ years of data analysis research and support experienceWorking knowledge of Salesforce preferred.Experience with survey software (i.e., Medallia, Qualtrics) is desired.Proven ability at establishing strong relationships and credibility among key stakeholders.Intermediate/Advance Excel skills.Working knowledge of MS Word, PowerPoint, and Outlook required.SQL development or extracting data experience preferred.Experience with SPSS (or similar software) skills is desired.Strong verbal and written communication skills.Ability to work in a fast paced, deadline oriented, multi-task environment in which attention to detail is expected. Strong organizational skills and highly detail oriented.Ability to manage multiple tasks to completion.Ability to trouble shoot and problem solve through resolution.Ability to work independently and as part of a team.Willingness to learn and to take on challenges.Strong work ethic and dedication. Positive attitude, energetic, adaptive and a team player.
About Cox Automotive
Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto® and Xtime®, are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20 billion. www.coxautoinc.com
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
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