eBay VOC Insights Manager in Dublin, Ireland

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VOC Insights Manager

Global Customer Experience, GCX, plays an important role in delivering on eBay's Shared Commitment to create experiences our customers love. We do so through understanding our customers better and offering them solutions they need in a way that's timely, accurate, and professional. The Customer Insights team advances these efforts by using knowledge, data, tools, and methods that provide quantitative and qualitative information to key internal stakeholders who can take action to improve our product, policies, and servicing strategies

As part of our effort to become the best of the best we have deployed speech analytics capabilities (NICE), a strong survey (Medallia), and text analytics (Clarabridge). These tools help us deeply understand our customers’ pain points and what is causing our customers to call us. This data we get from these tools gives us clear actionable information on how we can improve our business and improve teammate behavior. Insights our team produces lead to reduced cost, improved customer experiences, and increased customer loyalty.

This position will focus on providing strategic leadership and tactical VOC Insights for the EU and APAC regions. You will be supporting both internal GCX and external partners driving Voice of customer insights into the business to improve the customer experience.

To be successful in this role, you will need to be able to use all our VOC tools to make recommendations on how to improve our business. You must be skilled at relationship building and have the ability to provide a strategic perspective. You must have the ability to connect the dots and identify the big picture, and have an unwavering advocacy for the customers we serve both internal and external. You must be comfortable creating compelling stories that drive action, presenting, and communicating to all levels of leadership. Ideally, you have used NICE Interaction Analytics or similar speech and text analytics software. You understand the expectations of our eBay community and can bring them together with eBay’s business goals to best meet the interests of both sides.

Job requirements

  • Experience with Text analytics and NICE Interaction Analytics or similar speech analytics software

  • Must have experience with standard business software (Excel, PowerPoint).

  • Experience with analytical software (Tableau, SQL (Teradata), eBay’s data warehouse, etc.) preferred

  • Exceptional organizational dexterity – ability to interact across all levels within the organization.

  • Strong emotional intelligence and skills in leading robust cross-functional relationships.

  • Experience working within a project-driven environment. Project management capabilities are a great plus. Maintain prioritized plans for execution/delivery of what is required and requested.

  • Effective communicator with written and oral presentations and the ability to communicate to all levels of leadership. Demonstrate solid presentation, demonstration, and technical writing skills.

  • Must be able to use deep problem-solving skills to unpack issues/questions and develop relevant solutions. Understand the differences and relationship between micro and macro data. Proactively identify and provide solutions to a wide range of complex problems in a thorough and innovative, yet practical manner.

  • Willingness to continuously develop yourself, understand industry best practices of customer insights programs, and help evolve our VoC program to become best-in-class.

  • Familiarity with the principles of Net Promoter Score with experience driving projects to improve customer loyalty preferred.

  • Experience with the application of analytical principles, tools, and methodologies preferred.

  • Knowledge of statistics and six sigma methodology and tools preferred.

  • Familiarity with eBay’s policies/systems/procedures, eBay's lines of business in GCX, and with eBay’s engineering team structure is a plus, but not required.

  • Good understanding of customer needs and challenges from own experience with the eBay products – ideally as both a buyer and seller.

Level of Education: 4-yr degree or equivalent experience

Basic Qualifications:

  • Experience with text analytics, NICE Interaction Analytics or similar speech analytics software

  • Exceptional organizational dexterity – ability to interact across all levels within the organization.

  • Strong emotional intelligence and skills in leading robust cross-functional relationships.

  • Experience working within a project-driven environment. Project management capabilities are a great plus. Maintain prioritized plans for execution/delivery of what is required and requested.

  • Effective communicator with written and oral presentations. Demonstrate solid presentation, demonstration, and technical writing skills.

  • Must be able to use deep problem-solving skills to unpack issues/questions and develop relevant solutions. Understand the differences and relationship between micro and macro data. Proactively identify and provide solutions to a wide range of complex problems in a thorough and innovative, yet practical manner.

  • Willingness to continuously develop yourself, understand industry best practices of customer insights programs, and help evolve our VoC program to become best-in-class.

  • Familiarity with the principles of Net Promoter Score with experience driving projects to improve customer loyalty preferred.

  • Experience with analytical software (Tableau, SQL (Teradata), eBay’s data warehouse, etc.) preferred.

  • Must have experience with standard business software (Excel, PowerPoint).

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eBay Inc. is an equal opportunity employer, dedicated to workforce diversity. All qualified applicants will receive consideration for employment without regard to their protected veteran status and will not be discriminated against on the basis of disability or long term unemployment circumstances. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com. We will make every effort to respond to your request for disability assistance as soon as possible.