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For Companies At a Glance
- Tasks: Lead customer feedback analysis and drive product improvements through insights.
- Company: Join Freshworks, a leader in uncomplicated service software for exceptional customer experiences.
- Benefits: Enjoy a diverse workplace, opportunities for growth, and a people-first approach to AI.
- Why this job: Make a real impact by enhancing customer loyalty and driving product success.
- Qualifications: Bachelor's degree required; 3-5 years in customer experience or market research preferred.
- Other info: Flexible working model with opportunities for travel between the U.S. and India.
The predicted salary is between 43200 - 72000 £ per year.
Freshworks is seeking a Voice of Customer (VoC) Analyst to support our efforts in capturing, analyzing, and leveraging customer feedback to drive product improvements and enhance customer experience across our suite of products. Reporting to the Director of Customer Engagement, you will play a pivotal role in defining our overall VoC strategy and how we proactively centralize all customer listening signals to reduce customer friction and drive deeper loyalty.
Responsibilities:
- Customer Feedback Analysis: Develop and implement a comprehensive survey strategy for collecting, analyzing and reporting out on NPS, CSAT, CES feedback across our product portfolio. Evaluate enterprise software technologies that could help us refine our listening signals and automate our reporting and measurement capabilities.
- Cross-Functional Collaboration: Partner closely with Product Management, Engineering, Marketing, Sales, and Customer Success teams to ensure alignment on VoC strategies. Act as a liaison between customers and internal teams, advocating for customer needs and driving alignment on product priorities.
- Insights Utilization: Utilize insights from customer feedback to drive product improvements, enhance customer experience, and increase customer satisfaction and loyalty. Develop and implement strategies to effectively communicate customer insights and recommendations to internal stakeholders. Develop a cadence for reporting regularly to stakeholders on key metrics across NPS, CES, CSAT and more.
Qualifications:
- Bachelor's degree in Business Administration, Marketing, or related field; Master's degree preferred.
- 3-5+ years of experience in customer experience, market research, or related roles in the B2B or B2C tech industry.
- Proven track record of developing and executing successful VoC strategies and initiatives.
- Strong analytical skills with the ability to derive actionable insights from customer feedback data.
- Excellent communication, presentation, and interpersonal skills.
- Experience in leading cross-functional teams and driving alignment towards common goals.
- Ability to thrive in a fast-paced, dynamic environment and navigate ambiguity.
- Comfortable with a dual-site working model between the U.S. and India, with the ability to travel as needed.
At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.
Contact Detail:
Freshworks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Lead - Customer Marketing
✨Tip Number 1
Familiarise yourself with Freshworks' products and their customer experience philosophy. Understanding how they simplify service software will help you articulate your insights during discussions and demonstrate your alignment with their mission.
✨Tip Number 2
Network with current or former employees of Freshworks on platforms like LinkedIn. Engaging in conversations about their experiences can provide you with valuable insights into the company culture and expectations for the Lead - Customer Marketing role.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully implemented Voice of Customer strategies in previous roles. Highlighting measurable outcomes will showcase your ability to drive product improvements and enhance customer satisfaction.
✨Tip Number 4
Stay updated on industry trends related to customer experience and feedback analysis. Being knowledgeable about the latest tools and technologies will not only impress your interviewers but also show that you're proactive and ready to contribute from day one.
We think you need these skills to ace Lead - Customer Marketing
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Lead - Customer Marketing position. Understand the key responsibilities and qualifications required, so you can tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience in customer experience, market research, or related roles. Provide specific examples of how you've developed and executed successful Voice of Customer (VoC) strategies in previous positions.
Showcase Analytical Skills: Since strong analytical skills are crucial for this role, include examples of how you've derived actionable insights from customer feedback data. Mention any tools or methodologies you’ve used to analyse customer feedback effectively.
Communicate Your Fit: In your cover letter, clearly articulate why you are a good fit for Freshworks. Discuss your alignment with their people-first approach and how your values resonate with their commitment to diversity and creating exceptional customer experiences.
How to prepare for a job interview at Freshworks
✨Understand the Company Vision
Before your interview, make sure you grasp Freshworks' mission and vision. Familiarise yourself with their approach to customer experience and how they differentiate themselves in the market. This will help you align your answers with their values.
✨Showcase Your Analytical Skills
As a VoC Analyst, strong analytical skills are crucial. Be prepared to discuss specific examples of how you've used data to drive insights and improvements in previous roles. Highlight any tools or methodologies you've employed in your analysis.
✨Emphasise Cross-Functional Collaboration
Freshworks values teamwork across various departments. Share experiences where you've successfully collaborated with product management, marketing, or sales teams. Illustrate how you advocated for customer needs and drove alignment on product priorities.
✨Prepare for Scenario-Based Questions
Expect questions that assess how you would handle real-world situations related to customer feedback and product improvements. Think through potential scenarios and how you would leverage customer insights to enhance the overall experience.
