Voice of the Customer (VoC) Survey Analyst

Provide quantitative analysis of Voice of Customer data and make recommendations to improve customer experience, client retention and to attract new business. Data will be gathered from enterprise-wide surveys that will include Paychex and our affiliate companies. Identify the main factors that delight and disappoint our customers and develop action plans through close partnerships with leaders, including senior leadership, product teams, the field and IT.

• Conduct data analysis to support Service Next Generation initiatives; analyzes client survey data to deliver clear and compelling reports that drive action from leaders who influence the customer experience, product development, and client retention.
• Create and administer client dashboards to provide updates for various audiences including members of senior leadership.
• Support and initiate process improvement efforts in partnership with other areas of Paychex through metrics quantification and analysis, in an effort to improve client experience.
• Prepare and distribute survey reports to management in order to evaluate performance of branch locations and product operations.
• Build queries using EDW and other databases to generate client data files used by survey vendor to initiate the survey process with the vendor.
• Work with other analytics teams to develop a holistic picture of the customer experience.
• Create and administer client-facing ad-hoc surveys to gather additional insight from our clients.
• Collaborate with developers and vendor administrators to integrate data requirements into file architecture necessary to maintain end-to-end surveys and create ad-hoc surveys.
• Ensure accuracy and timeliness of client data files being sent to survey vendor.
• Conduct training and provide ongoing support for survey application users. Act as application administrator; manage user profiles and application access roles.