Meliopayments Voice Customer VoC Analyst 

United States, New York, New York 

215191485

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 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.