Data and Analytics Manager

Data Analytics Manager, Voice of the Customer (VOC) 

TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers’ compensation insurance.

TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you’re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients’ business success with extraordinary HR.

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single requirement. At TriNet, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.

JOB SUMMARY/OVERVIEW
The Data Analytics Manager, VOC will be responsible for conducting Voice of the Customer (VOC) analyses, leveraging a wide range of analytical and data visualization tools to uncover and communicate opportunities to improve the customer’s experience.

The Voice of the Customer (VOC) team supports business leaders at TriNet in the Customer Success & Operations (CSO) organization by uncovering the customer’s perspective throughout all phases of their tenure and ensuring the customer is at the center of the organization’s most critical business decisions.

Leveraging analytical tools such as Qualtrics, Tableau, and R, the Voice of the Customer team analyzes customer behavioral data and open-ended customer feedback TriNet receives through various sources, including Net Promoter surveys, CSAT surveys, website and app intercept feedback, product feedback, customer engagement data, and customer demographic data.

The Data Analytics Manager, VOC will collaborate with internal business stakeholders to:
•    Deliver real-time, actionable customer insights, leveraging all tools and resources available.
•    Integrate qualitative and quantitative customer feedback responses with customer behavioral data to address targeted business questions.
•    Supporting the Net Promoter System program, including measurement of NPS, analysis of the drivers of NPS, and management of the Closed Loop process.
•    Continuously improve the effectiveness and efficiency of the team’s research and analysis methodologies, processes, and deliverables.

ESSENTIAL DUTIES/RESPONSIBILITIES
You will assist and partner in the following: 
•    Perform and consults with internal stakeholders on survey administration activities. 
•    Analyze customer feedback to ensure services expectations are met and determine underlying trends to improve the customer experience.
•    Leverage survey, behavioral, demographic, and transactional data to inform stakeholders and strategic decisions.
•    Conduct Voice of the Customer research, including text analytics, synthesis of multiple data sources, and ad hoc analyses. 
•    Ties customer feedback data to customer behavioral data to drive impactful insights and recommendations. 
•    Effectively translates data into insights by proactively and effectively communicating the “so what” from the data, as well as issues and opportunities exposed by the data. 
•    Collaborates with key internal partners to identify and understand customers’ underlying needs and implement solutions that address root causes of customer pain points. 
•    Continuously drives reporting and dashboard improvement by simplifying and automating, where possible.
•    Participates in communicating research results to executives and other stakeholders.
•    Collaborates cross-functionally with other teams and departments on complex projects.
•    Maintain the highest levels of confidentiality when gathering, sharing, mapping, and visualizing company data.
•    Other projects and responsibilities may be added at the man