IS Voice of Consumer Reporting Specialist

Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.

Working with Consumer Experience (‘CX’) Voice of Consumer team you will be responsible for the solution, execution, and continuous improvement of the ‘Voice of the Consumer’ framework to ensure that customers’ and consumers’ feedback is well understood, analyzed, acted against. Additionally, you will be responsible for communicating results back to the consumer, customers, Service Owners, Process Owners and other relevant stakeholders. As an VOC Reporting Specialist, with a technical focus, you will support the translation needs of all ABB consumers (140K users around the globe) to meaningful reporting stories, to ensure data is actioned resulting on the overall improvement of ABB’s global consumer population. In this position you will be reporting Global IS Consumer VOC Lifecycle Manager under IS CX Consumer Insights.

Your responsibilities

• Ensure that customers and consumers feedback is well understood, analyzed, and acted against.
• Provide comprehensive analysis of the data for key stakeholders to ensure feedback is actioned, and follow-up with the continuous improvement team for the implementation of actions.
• Works iteratively with key stakeholders to ensure that the results of evaluations are understood and acted upon for all consumer-facing services.
• Building solid relationships with the customers based on trust, professionalism, and transparency.

Your background

• 2+ years of experience working with analytical, data related tools (e.g. Power BI, Tableau, knowledge of Qualtrics and/or Snowflake would be plus etc.).
• Minimum 2 years of experience in data gathering, reporting, validation and analysis.
• Deep experience in evaluation of consumer satisfaction at scale and understanding of consumer needs.
• Strong listening, communication, negotiation and presentation skills and familiarity with Microsoft Power Point.
• Experience in preparing and conducting extensive data analysis to provide actionable insights into key business performance metrics, including the development of dashboards and visualizations.
• Analytical thinking and attention to details and quality.
• ITIL 4 foundation certification.
• English fluency (written and verbal).

More about us

Our mission in ABB IS (Information Systems) is to harness the power of information technology to deliver valuable, reliable, and competitive IS services for ABB. If you have a strong technical skills, analytical mind, and the drive to help us stay ahead of the competition, you are the one we are looking for. We look forward to receiving your application (documents submitted in English are appreciated). If you want to discover more about ABB, take another look at our website www.abb.com. #LI-hybrid