Voice of the Customer (VoC) Analyst

Location: Hybrid in New York City

Qualifications:

• 2-3 years of experience in customer insights roles or role adjacent 
• Proficiency in data analysis tools such as Excel, Google Sheets, SQL, or statistical software
• Providing end-to-end customer insight and analytics, data modeling, market research of competitors
• Experience with customer research and process improvement for marketing, sales and customer experience processes focused on process and performance management for customer-facing products and services leveraging statistical analysis to inform the strategy
• Bachelor’s degree in business, marketing, economics, math, statistics or a related field from an accredited college/university

A day in the life and how you’ll make an impact:

• Collect and analyze feedback from various tooling sources, and use advanced analytics techniques to identify trends, patterns, and insights from customer feedback data
• Identify the appropriate data collection from customers for the desired outcome ex. Surveys, Interviews, Phone Calls, etc.
• Analyze trends and determine key opportunities to drive higher customer satisfaction, and work with our VoC Lead to develop and drive a strategy for tracking customer feedback and centralizing data
• Drive the implementation of VoC tools and technologies to enhance data collection, analysis, and reporting capabilities 
• Collaborate with the data team to provide visibility into analytics for cross functional leaders
• Monitor customer feedback trends over time and track the impact of implemented improvements
• Work cross functionally with Marketing, Help Center, GTM and Operations teams to optimize workflows and content to be customer centric 
• Prepare and present weekly reports that communicate key findings and recommendations for Client Services and Stakeholders at all levels
• Using data analytics, define and drive process improvements across Client Services with Managers and additional stakeholders
• Ability to work independently and as part of a team, managing multiple projects and deadlines

About the team:

The Voice of the Customer (VoC) Analyst plays a crucial role on the Knowledge Management Team, that will analyze customer feedback and provide actionable insights to leaders.  Melio is committed to understanding and meeting the needs of our customers by leveraging insights. This role requires an individual that is passionate about the customer journey and using data to tell their stories. As the VoC Analyst, you will be responsible for capturing and reporting customer feedback. The right candidate will be able to easily perform analysis of the data available- qualitative and quantitative and present findings to stakeholders including product, engineering, and in leadership forums, in an easily digestible format.

About Melio USA: 

• Competitive compensation packages: We strive to make each and every employee feel valued and appreciated. The annual base salary range for this position is $80,000 - $95,000.
• Medical, Dental, and Vision: We offer generous and highly competitive plans with up to 100% employer-paid coverage, FSA and HSA.
• 401K matching and stock options: Feel the investment of working at a hyper-growth startup.
• Wellness: We take a holistic approach to wellness at Melio with a focus on providing financial, physical, emotional, social, and community support for our employees.
• Time Off: Time to rest and recharge is a priority for us. We offer competitive vacation time, sick days, holidays, parental leave and wedding days to allow you to take the time you need, when you need it.
• Food perks: Enjoy our fully stocked kitchens, along with a weekly Seamless stipend and plenty of catered meals each week.
• Office culture: Thrive in our collaborative offices in New York City or Denver, in a hybrid working environment. We are dog friendly as well!
• Growth and development: Lean on the diverse team to foster professional and personal growth through workshops, mentorship programs, and team building activities. 

Melio builds business-to-business (B2B) payment tools so small business owners can spend less time in the back office and more time on their craft. As the fastest-growing B2B payment platform in the US, Melio is working hard to find new and better ways to help small businesses succeed in the ways that work best for them.

Melio’s diversity, equity and inclusion efforts have always been a top priority within our team. We are an Equal Opportunity Employer, and all of our employees encompass different strengths, experiences and backgrounds. DEI within Melio prioritizes race, gender, age, disability status, veteran status, sexual orientation, religion and many other parts that make up one’s identity. Having a diverse team across all offices is key to our success, and inclusion is each #TeaMelio member’s responsibility. Melio accepts job applications on an ongoing basis until the position is filled. If you are interested in applying for this job opportunity, please do so directly on our careers page (or if you’re here already, scroll down and apply now!).