Lead - Customer Marketing

TN United Kingdom; London; On-site; GBP 45,000 - 65,000; Full time

Job summary

A leading company in London is seeking a Voice of Customer (VoC) Analyst to enhance customer experience through feedback analysis and collaboration with various teams. The role involves defining VoC strategies and improving product offerings based on customer insights.

Qualifications

• 3-5+ years in customer experience, market research, or related fields.
• Proven success in developing and executing VoC strategies.

Responsibilities

• Develop and implement a survey strategy for NPS, CSAT, CES feedback.
• Partner with cross-functional teams to advocate for customer needs.

Skills

Analytical Skills

Communication

Interpersonal Skills

Education

Bachelor's degree in Business Administration

Master's preferred

Job description

Job Title: Voice of Customer (VoC) Analyst

Freshworks is seeking a VoC Analyst to support our efforts in capturing, analyzing, and leveraging customer feedback to drive product improvements and enhance customer experience across our suite of products. Reporting to the Director of Customer Engagement, you will define our VoC strategy and centralize all customer listening signals to reduce friction and foster loyalty.

Responsibilities:

1. Customer Feedback Analysis: Develop and implement a survey strategy for NPS, CSAT, CES feedback; evaluate enterprise software technologies for refining listening signals and automating reporting.
2. Cross-Functional Collaboration: Partner with Product Management, Engineering, Marketing, Sales, and Customer Success teams; act as a liaison advocating for customer needs; utilize insights to improve products and customer satisfaction; communicate insights effectively; report regularly on key metrics.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or related; Master's preferred.
• 3-5+ years in customer experience, market research, or related fields in B2B or B2C tech industries.
• Proven success in developing and executing VoC strategies.
• Strong analytical skills; excellent communication and interpersonal skills.
• Experience leading cross-functional teams; ability to work in a fast-paced environment; willingness to travel and work between U.S. and India.

Additional Information:

We are committed to diversity and equal opportunity, fostering a vibrant workplace that empowers everyone to reach their potential.