Trust & Will
San Diego
11-50 employees
Modern estate planning for every American. Our mission is to provide families a better way to plan for the future.
Prior Listings
Voice of Member Analyst
Voice of Member Analyst
This job is no longer open
We are a team that collaborates tightly, asks hard questions, ships quickly, and has fun. Our team cares deeply about crafting the highest quality member experiences, and each team member has a profound impact on the vision and direction of what we deliver.
What we’re looking for...
You are an experienced Customer Experience professional who is ready to use any method in your toolkit to provide customers with an amazing experience. You are data driven and can easily piece together data from various channels to paint a holistic picture that can be understood by anyone in the organization. When it comes to an effective Voice of Customer (Member) program that drives action, you know what works and what doesn’t. You are excited by the chance to challenge the status quo, and drive business transformation in the process.
What you’ll be doing..
We’re looking for a Voice of Member Analyst to join our Member Success team. You’ll be owning a new closed loop Voice of Member program that is focused on delivering an amazing member experience. You will be interacting with our members on a weekly basis to analyze and action their thoughts and insights. You will work closely with various team members and stakeholders across the organization to empower them to make informed decisions that impact our members by presenting both quantitative and qualitative insights. As a Voice of Member Analyst, you are passionate about blending data and motivational inquiry to effectively empower every team to excellence.
Your Responsibilities
- Monitor all feedback channels daily to identify trends and respond to members in need of assistance
- Scope and build quality frameworks as trends emerge and company direction evolves.
- Share insights as they arise across different departments to help drive continuous improvement in our member experience
- Capture relevant data on the customer pain points, so that we address the underlying cause.
- Utilize an in-depth understanding of metrics and workflows in order to analyze and report on quality trends and error analysis.
- Use our analytics and machine learning platforms to gain context and background on the particulars of the customer’s situation and experience.
- Synthesize insights from the team into compelling stories to be presented to colleagues and leadership through monthly forums
- Collaborate with other frontline team members to ensure alignment and shared reporting.
- Be a consistent and vocal champion of the customer to help drive our human-centered digital transformation efforts.
Requirements
- 3-5 years experience in a customer facing role with emphasis on delivering an amazing customer experience
- Strong Data analysis and data visualization skills.
- Experience with presenting to internal executives and stakeholders
- Proven track record to influence stakeholder strategy by linking customer insights driven business transformation recommendations to stakeholder business objectives to achieve mutual results
- Excellent communication skills with proficiency in collaborating with peers, customers, executives, and tailoring your message accordingly.
- Experience working/building relationships with cross-functional teams with ease, delivering impact consistently through seamless communication, influencing teams towards achieving goals.
- Demonstrated experience defining and tracking support metrics and implementing programs to improve operational performance.
- Comfortable with a rapidly-changing environment with a goal-oriented approach.
Benefits & Perks
- We are currently WFH and fully remote and have built an amazing remote culture/team in the process
- Join an Inc. Magazine Best Workplace of 2021 winner!
- Flexible and unlimited time off including monthly Friends & Family days
- Medical, dental, and vision
- Employee sponsored 401k
- Great work environment (all the time!)
- Work alongside the founding team and help shape the future of the company
- $500 WFH Stipend & new Mac
- Formal mentorship program
All interviews will be conducted remotely. All new and existing Trust & Willers will continue to work remotely for the foreseeable future as a remote-first team.
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Ensuring a diverse and inclusive workplace where we learn from each other is core to Trust & Will's values. We welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer and a pleasant and supportive place to work.
This job is no longer open