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Ryder System Consumer Insights Analyst- REMOTE in Boston, Massachusetts

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Summary

Ryder's Customer Insights team is the voice of the customer for the organization. We engage with customers and speak on their behalf to ensure their needs can be considered in decision-making. Our team is a key unbiased link between the customer and leadership. A successful person in the Customer Insights Analyst role needs to be a passionate advocate on behalf of the customer.

We are the insights center of excellence for the Ryder organization supporting all business verticals. Our team has two main areas of responsibility:

1) Primary Ad Hoc Research

2) Voice of Customer (Medallia) program.

Through the primary research work we focus on adding the customer lens to key business initiatives. Through the Voice of Customer program we monitor the pulse of the Ryder experience, identifying opportunities to evolve the customer experience.

REMOTE work from HOME

Essential Functions

  • Lead and own key product/solution specific program(s) within Voice of the Customer enterprise program.

  • In charge of the day-to-day function and monitoring of that program.

  • Create and deliver reporting and analysis to program leadership (e.g. division directors, VP) on a regular basis to review results and progress.

  • Works with regional managers to address areas for improvement and through their analysis makes recommendations.

  • Follows up on quantitative findings with qualitative initiatives to provide further insights on best way to address opportunities.

  • Managing and conducting qualitative and quantitative customer interviews to inform business decisions and product strategies.

  • This position works directly with directors and other leaders to identify goals of each survey, create questions based on research, conduct interviews, collect survey results, build out reports, and present feedback to the leadership team.

  • Qualitative projects will center around gauging customer viewpoints on various topics through targeted interviews with internal and external customers.

  • Quantitative projects will consist of utilizing survey tools to draft questions, program and deliver to the intended audience.

  • Handles Voice of the Customer program support issues and trains business partners.

  • Main point of contact for addressing program inquiries from internal customers and triaging of technical system issues in partnership with IT.

  • Trains new leaders on the VOC platform/program, attends meetings to train on functionality and reading the data.

Additional Responsibilities

  • Performs other duties as assigned.

Skills and Abilities

  • Excellent project management skills This role will be managing multiple priorities as well as working across teams and meeting deadlines

  • Strong collaboration skills and ability to work successfully with cross-functional teams

  • Strong communication skills This role will be providing insights to mid-level and executive management both through presentations and in writing Having a story telling mindset is a plus

  • Comfortable with data and spreadsheets and exhibits a strong attention to detail

  • Comfortable with ambiguity and problem solving without having every piece of detail; has a natural curiosity and desire to learn

  • Experience with CX or Voice of Customer program (e.g., Qualtrics or Medallia) intermediate preferred

  • Designing and conducting customer interviews such as IDIs, discovery meetings, focus groups or similar intermediate preferred

  • Designing and conducting quantitative online surveys intermediate preferred

  • Microsoft Excel and PowerPoint intermediate required

Qualifications

  • Bachelor's degree required in Business, Marketing, Sociology, Market Research or related field

  • Two (2) years to four (4) years or more Market Research Firm, Department or Agency experience required

  • Experience with CX or Voice of Customer program (e.g., Qualtrics or Medallia) intermediate preferred

  • Designing and conducting customer interviews such as IDIs, discovery meetings, focus groups or similar intermediate preferred

  • Designing and conducting quantitative online surveys intermediate preferred

  • Microsoft Excel and PowerPoint intermediate required

Travel: 1-10%

Job Category: Market Research & Data Analytics

Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Job Seekers can review the Job Applicant Privacy Policy by clicking HERE. (https://ryder.com/job-applicant-privacy-policy)

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