Customer Support Analyst

Description

Hunter Douglas is the world’s leading manufacturer of window coverings and a major manufacturer of architectural products.

We are a brand that you know and trust. With more than 100 years of innovation, we’ve defined our industry with proprietary products that deliver revolutionary style and functionality and can be found in millions of homes and commercial buildings globally.

We are searching for candidates that are driven, intelligent, creative, and entrepreneurial. By offering challenging and accelerated opportunities for growth, powered by a shared hunger for success, we create a space for your career to thrive.

In return for your expertise, we are committed to providing competitive and robust total compensation and benefit packages to ensure you feel valued.

Our dream is to become the fastest growing, most loved, window covering company in the world. What’s yours?

Position Overview

The Senior Analyst is a key role in a growing VOC program where you will have a strong impact on the company by providing insights and analysis around both B2B and B2C customers to improve experience across all touchpoints.

While initially focusing on the Hunter Douglas North America brand, this role will grow as the program scales across multiple business units.

What you'll do

Assist with development of Voice of the Customer program

Assist with survey design, programming and testing

Execute Customer Research

Analyze Voice of the Customer data to identify trends and opportunities for customer experience improvements along with generating insights into customer satisfaction and behavior

Build research deliverables and present to peers, stakeholders, and leadership

• Work in a constant state of alertness and safe manner
• All other duties as assigned

Who you are

Education : 4 year degree required : Degree in business, psychology, marketing, or statistics a plus

2 to 4 years of hands on experience with Quantitative and Qualitative Research (strong preference for supply-side researchers that have worked on a variety of projects and deliverables)

2+ years of experience with both long-term trackers (VoC, Brand, Product, etc) and ad hoc projects

2+ years of experience with research project design, with a focus on survey development and testing

2+ years of data analysis with a track record for making stakeholder recommendations from a variety of data sources

Excellent written and verbal communication skills with ability to clearly articulate recommendations and insights to peers and leaders

Must be experienced with both B2B and B2C research.

Knowledgeable in research methodologies ( Trackers, attitudinal research, cross tabulation, segmentation, significance testing, data coding, survey design, etc)

Familiarity with survey platforms like Forsta, Qualtrics, or Medallia

What's in it for you

• Annual base salary range : $79,000- $89,000
• Bonus target range : 10-20%
• Generous benefits package including medical, dental, vision, life, disability
• A company culture that prioritizes internal development and professional growth
• Time off with pay
• 401(k) plan with a degree of employer matching
• Paid parental leave
• Wellness programs and product discounts
24 days ago