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- 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 people-first culture, flexible working options, and opportunities for growth.
- Why this job: Make a real impact by enhancing customer loyalty and shaping product strategies.
- Qualifications: Bachelor's degree required; 3-5 years in customer experience or market research preferred.
- Other info: Diversity is celebrated here; we value every background and perspective.
The predicted salary is between 36000 - 60000 £ 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.
Additional Information:
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.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Other
Industries: IT Services and IT Consulting
Lead - Customer Marketing employer: Freshworks
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 their approach to customer feedback and how they leverage it for product improvements will help you align your insights with their goals.
✨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 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 from your past experiences will demonstrate your capability to drive results at Freshworks.
✨Tip Number 4
Stay updated on industry trends related to customer experience and market research. Being knowledgeable about the latest tools and technologies in this space will show your commitment to continuous improvement and innovation.
We think you need these skills to ace Lead - Customer Marketing
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and qualifications for the Lead - Customer Marketing position. Tailor your application to highlight how your experience aligns with their needs.
Craft a Compelling CV: Your CV should clearly showcase your relevant experience in customer experience, market research, and any successful VoC strategies you've implemented. Use quantifiable achievements to demonstrate your impact.
Write a Tailored Cover Letter: In your cover letter, express your passion for enhancing customer experiences and how your skills can contribute to Freshworks' mission. Mention specific examples of past successes that relate to the job description.
Highlight Cross-Functional Collaboration: Since the role involves working closely with various teams, emphasise your experience in cross-functional collaboration. Provide examples of how you've successfully aligned different departments towards common goals.
How to prepare for a job interview at Freshworks
✨Understand the Company Culture
Before your interview, take some time to research Freshworks and its company culture. Familiarise yourself with their people-first approach and how they value customer experience. This will help you align your answers with their values during the interview.
✨Prepare for Behavioural Questions
Expect questions that assess your past experiences, especially in customer experience and cross-functional collaboration. Use the STAR method (Situation, Task, Action, Result) to structure your responses, showcasing your analytical skills and ability to drive alignment across teams.
✨Showcase Your Analytical Skills
As a Voice of Customer Analyst, your ability to derive actionable insights from data is crucial. Be prepared to discuss specific examples of how you've used customer feedback to drive product improvements or enhance customer satisfaction in previous roles.
✨Ask Insightful Questions
At the end of the interview, ask thoughtful questions about Freshworks' current VoC strategies or how they measure success in customer experience. This shows your genuine interest in the role and helps you understand if the company is the right fit for you.
