Ryder System COOP - Customer Experience VOC Specialist in Fort Worth, Texas
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COOP by Ryder, one of the fastest growing startups in logistics and backed by a Fortune 500 company, is the leading platform for peer-to-peer truck sharing. In just three years, our service has launched successfully in 9 major markets, and we are planning further market expansions over the next few years.
At COOP, we encourage curiosity and collaboration – all ideas are welcome. You will always find our tight-knit team creating innovative solutions, tackling complex challenges and delivering exceptional customer experiences. If you are looking to join a fun, fast growing, driven team with a great benefits package and with different opportunities to learn and develop, we’d love to meet you!
As the Voice of the Customer Specialist within the COOP by Ryder Marketing team, you will play a crucial role in improving customer loyalty and growth by moving the company to action using voice of customer insights. You have voice of the customer experience and are passionate about customer data, with a proven history of driving insights that improve the customer experience. You'll come with a strong understanding of customer experience analytics, market research, statistical analysis techniques, and the ability to tell a compelling story with data.
Identify customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (e.g., Net Promoter Score (NPS) and transactional (CSat, ESat) surveys and other feedback sources.
Enable the VoC closed feedback loop process by identifying tactical and strategic improvement initiatives that create an overall portfolio of improvement projects; own on-going tracking and refinement of these projects based on subsequent survey results
Analyze results and maintain a database designed to strengthen customer retention and improve NPS
Prepare reporting and presentation for different levels of management and departments sharing insight and recommendations on changes to potentially improve product and services.
Lead cross-functional customer teams focusing on root cause analysis and develop action plans to improve service levels, product, and customer experience.
Exceptionally handle online customer feedback, transactional ratings, and critical customer's issues.
Skills and Abilities:
A keen, highly sharpened sense of curiosity.
Analytical thinking - able to objectively interpret research, extract insights, and communicate in a motivating way.
Highly self-motivated, solutions-oriented, and proactive problem-solving.
Passionate advocate: drive continuous improvement strategies from a customer-first approach to meet business line goals and grow the organization
Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
Bachelor’s degree in marketing, economics, business or related degree.
At least three (3) years of experience with voice of the customer program methodologies (e.g., analytics, data management, or customer research-focused roles).
At least one (1) year of experience working with analytics (e.g., combining survey research with transactional data to perform trend / correlation analysis).
Experience in SaaS B2B organizations preferred.
Experience with database systems preferred.
Experience with analytic, survey and reporting tools (e.g., Qualtrics, Excel, PowerPoint, etc.) preferred.
DOT Regulated: None
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.