Note: The job is a remote job and is open to candidates in USA. WM is North America's leading provider of comprehensive environmental solutions, seeking a Voice of Customer (VOC) Business Analyst to join their CE Business Solutions Reporting & Analytics team. This role focuses on transforming customer feedback into actionable insights to enhance customer experience by analyzing survey results and operational metrics.
Responsibilities
- Collect/analyze data and collaborate cross-functionally to translate business goals and objectives into actionable insights that drive business decisions
- Measure success and improvements using KPIs and metrics to track customer feedback trends and identify areas for improvement
- Continuously analyze and provide feedback to recommend areas of focus to improve the customers’ service experience
- Provide ongoing support, working closely with stakeholders on education of relevant metrics, improvement opportunities and documentation of findings
- Utilize communication and presentation skills to transform data into actionable recommendations and effectively convey findings to stakeholders at all levels
Skills
- Bachelor's Degree (accredited), or in lieu of degree
- High School Diploma or GED (accredited) and 4 years of relevant work experience
- 3 years relevant experience (in addition to education requirement)
- Effective communicator with the ability to lead and influence others
- PMI Certification
- The ability to navigate ambiguous situations and data with confidence is essential for success in this role
- Experience translating quantitative and qualitative data into actionable recommendations
- Excellent communication and presentation skills, with the ability to effectively convey complex concepts and strategies to stakeholders at all levels
- Maintains focus on end-product
- Utilize a hypothesis-driven approach to problem solving
- Demonstrates adaptability to rapidly changing priorities
- Proficient in Microsoft applications, including PowerPoint, for creating clear, concise, and convincing presentations using mockups, data, and written context
Benefits
- Bonus
- Medical, Dental, Vision, Life Insurance and Short Term Disability
- Stock Purchase Plan
- Company match on 401K
- Paid Vacation, Holidays, and Personal Days
Company Overview
WM India, established in 2013, is the Global Capability Center of WM—North America’s leading environmental services company. It was founded in undefined, and is headquartered in Gurgaon, Haryana, IN, with a workforce of 1001-5000 employees. Its website is https://www.wm.com/us/en/inside-wm/who-we-are/wm-india.Company H1B Sponsorship
WM India has a track record of offering H1B sponsorships, with 1 in 2025, 3 in 2023, 3 in 2022, 4 in 2020. Please note that this does not guarantee sponsorship for this specific role.