eBay VOC Analytics Manager in Dublin, Ireland
Looking for a company that inspires passion, courage and imagination, where you can be part of the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share around the world? If you’re interested in joining a purpose driven community that is dedicated to creating an ambitious and inclusive workplace, join eBay – a company you can be proud to be a part of.
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 analytical 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 and analytical skills to make recommendations on how to improve our business. You need to have the ability to transform data into insights and recommendations for driving change in business results. You must be comfortable transforming scientific/data analysis and communicating business performance in a clear and insightful way. 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.
Exceptional business judgement and quantitative analytical ability
BS Degree in Statistics/Mathematics or quantitative field required ( or experience equavalent)
Prior experience in creatively applying regression techniques/modeling, optimization techniques, bias-variance analysis, cluster analysis, A/B testing, etc for business applications
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 R, SAS), or other data accessing/manipulation/computational tools
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.
3 + years experience in analytics and insights
Knowledge of 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.
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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 email@example.com. We will make every effort to respond to your request for disability assistance as soon as possible.