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VoC Platform Information Specialist

Company: PMI (Project Management Institute)
Location: Portland
Posted on: January 22, 2023

Job Description:

VoC Platform Information Specialist

United States * Virtual

Req #319

Wednesday, November 23, 2022

Are you a dreamer, innovator, thinker and a doer who believes in contributing to something that makes a difference? Bring your passion. Join PMI.

PMI is continuing to evolve and to mature with its Voice of Customer (VoC) and Insights program as part of our greater Customer Centricity pillar.PMI has invested and currently operates the Qualtrics XM Discover (XMD) VoC platform and requires a dedicated platform resource to continue running, maintain, streamline, and improve upon the program lifecycle.
How will you make a difference to PMI?

  • You will develop and maintain VOC platform rules, tables, NLP dictionaries to process and interpret data capture from a combination of internal and external sources.
  • You will work in collaboration with Data Engineering team to configure Extract, Transform & Load (ETL) of data files that get delivered to the XMD VOC platform.
  • You will continually monitor for changes to the data sources; when data related changes are identified make changes to the XMD configurations to enable the processing of these changes.
  • You will continually assess the quality and completeness of data needing processing with/by the XMD platform and tune the rules, tables, and dictionaries to optimize analysis and provide accurate scoring for sentiment, effort and other system generated metrics.
  • You will update the system configurations as needed to support the delivery of VOC reflecting changes to the business, including new product offerings or ways that PMI works and/or goes to market
  • You will manage customer experience measurement platform and relationship with VoC platform provider, including negotiating scope and commercial terms, technology/platform management, analytics, dashboards, and improvement enablement.
  • You will support analysis and reporting on feedback sources/measurement programs (e.g., journey, transaction, digital feedback, market research, and contact center, etc.) including text/sentiment analysis, key drivers, and other root cause analysis.
  • You will support the incorporation and journey-based insights into operational improvements, documenting impact of operational adjustments to boosting experience satisfaction and engagement.
  • You will partner across other analytics teams within PMI to analyze data across VoC sources (e.g., from operations, behavioral data, call center transcripts/analysis, social, etc.) and align experience analysis with business problems.
  • You will support dashboard design and management for multiple user types and use case scenarios.
  • You will engage with business partners to understand journey experiences that can be modeled within the application layer toward better analysis and reporting leading to actionable insights.
  • You will owner of the data flows in alignment with key data sources being ingested by the VoC platform (market research surveys, customer care, PMI communities and social).
  • You will consult with our business functions to ingest new sources of data and listening posts.
  • You will write ETL scripts that automate extracting/cleaning/uploading to the XMD platform.
  • You will be accountable for data flow, troubleshooting and platform infrastructure maintenance.
  • You will be ability to frame and take ownership of a strategic roadmap for the platform towards higher levels of maturity in supporting the business and its priorities against the broader CX strategy.What you'll bring to the role:
    • Skills:
      • Ability to effectively manage an integrated software platform
      • Aptitude in working with large data sets, meta data, linkages to data and connectors
      • Knowledge of customer experience measurement lifecycle
      • Proven ability to direct multi-source, experience focused analyses (e.g., key drivers, text/sentiment analysis,) and build actionable dashboards
      • Analytics capabilities
      • Ability to anticipate business issues or concerns; recommends improvements/enhancement
      • Ability to see from the customer point of view and champion that view across the company
      • Ability to lead and influence stakeholders and colleagues, face to face or remotely
      • Global mindset; experience working for a global organization across multiple functions and regions
      • Experience:
        • Minimum 7 years in experience measurement analysis and reporting; data processing, modeling, and manipulation along with some programming; and data visualization and reporting
        • Hands-on experience with VoC platform technology (Qualtrics XMD preferred)
        • Experience with other data related systems and platform that help to tie in other data sets to VoC for analysis and reporting making for more holistic insights (preferred include Snowflake, ThoughtSpot, Tableau, Adobe Analytics, Sitecore)
        • Experience partnering and communicating across matrixed organizations to drive change and accountability
        • Experience managing vendor relationships
        • Education:
          • Bachelor's degree is required, preferably in MIS or related; others include business, math, marketing, or related fields

            What you'll get from PMI

            Through our certifications, professional development, communities and membership, we support more than three million people in nearly every country in the world.

            And we believe in supporting our employees, too.

            Join us and:

            * You'll get an excellent total package, not just great pay.
            * You'll grow professionally.We'll work with you to make the right development choices for your career. The skills you gain will help you to get the most out of your time with us, and make you more marketable in the future.
            * You'll make an impact from day one.We'll put you on stimulating projects, with people from diverse working backgrounds (and cultures, if the project's global). And if you have a bright idea, we'll help you to develop it.
            * You'll be part of a culture you can be proud of.We're friendly and inclusive - it's what makes us unique. So we'll support and help you from the moment you join. And you'll do the same for us.

            Want to grow, develop and thrive at PMI? Find out more and apply today.

            Other details

            Pay Type


            Apply Now

            • United States

            • Virtual

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Keywords: PMI (Project Management Institute), Portland , VoC Platform Information Specialist, Other , Portland, Maine

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