Voice of the Customer (VOC) Analyst

Voice of the Customer (VOC) Analyst

  

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.

Who We Are:

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

   

Role Overview

The Voice of the Customer Manager is responsible for capturing, analyzing, and synthesizing customer feedback from multiple sources—including surveys, VOC programs, and trend data—to deliver actionable insights. This role partners with senior leadership to influence strategic decisions that enhance customer experience and drive business growth.

Key Responsibilities

• Data Analysis & Insights

  • Aggregate and analyze customer feedback from surveys, VOC platforms, other listening programs, product feedback, and support case data.

  • Identify patterns, trends, and root causes impacting customer satisfaction and loyalty.
  • Develop dashboards and reports for leadership visibility.
• Executive Readouts & Recommendations
  • Prepare and present clear, data-driven insights to senior leaders.
  • Translate findings into actionable recommendations for product, service, and process improvements.
  • Support quarterly business reviews and strategic planning sessions.
• Program Management
  • Oversee VOC initiatives and ensure alignment with organizational goals.
  • Collaborate with cross-functional teams (Customer Success, Engineering, Marketing, New Product Introduction, Product Management, and Support) to implement improvements.
  • Monitor KPIs such as CSAT, NPS, and CES, and track progress against targets.
• Continuous Improvement
  • Drive enhancements to listening programs and feedback mechanisms.
  • Champion a customer-centric culture across the organization.

Qualifications

• Bachelor’s degree in Business, Marketing, Data Analytics, or related field.
• 5+ years in customer experience, analytics, or related roles.
• Strong proficiency in data visualization tools (e.g., Power BI, Tableau) and survey platforms.
• Excellent communication and storytelling skills for executive audiences.
• Ability to influence stakeholders and lead change initiatives.

Preferred Skills

• Experience with networking products.
• Experience with closed-loop feedback systems.
• Familiarity with advanced analytics and predictive modeling.
• Knowledge of industry best practices in VOC and CX programs.

Additional Skills:

Accountability, Accountability, Active Learning, Active Listening, Bias, Business Growth, Business Processes, Business Solutions, Change Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Dashboard Reporting, Design Processes, Design Thinking, Empathy, Engagement Strategies, Follow-Through, Growth Mindset, Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity, Process Improvements {+ 5 more}

What We Can Offer You:

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

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