Senior Specialist, Voice of the Customer - Manila, Hybrid at Cimpress/Vista

Taguig, Metro Manila, Philippines -

Full Time

Start Date

Immediate

Expiry Date

20 Jun, 26

Salary

0.0

Posted On

22 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Data Analysis, Customer Experience, Market Research, Excel, SQL, Google Analytics, Tableau, Power BI, Qualtrics, SurveyMonkey, Root Cause Analysis, Statistical Techniques, Communication, Customer Journey, Text Analytics, Project Management

Industry

Software Development

Description

Our Team The Customer Experience team at Vistaprint is dedicated to championing the voice of our customers, ensuring their needs and expectations are met at every touchpoint. As part of the broader Customer Service organization, our team plays a critical role in identifying customer pain points, driving improvements, and influencing strategic decisions that enhance the overall customer journey. Through data-driven insights and collaboration with Regional Managers and Product Teams, we work to refine our offerings, streamline issue resolution, and create meaningful, customer-centric solutions. What You Will Do Provide data analysis and findings of operational customer data, customer survey feedback, business data, and specific market research studies to drive customer understanding. Lead a continuous cycle of customer understanding, issue sizing and prioritization and driving through to resolution. Use customer feedback and Voice of Customer insights to align with business goals, raise key findings, and drive service enhancements. Maintain strong relationships with key partners – CARE Operations, Product, Logistics, Marketing, Manufacturing and Pricing Collaborate with the Analytics team (DnA) as needed to facilitate data capture, reporting development, and input to VoC insight development Driving customer obsession at the manufacturing plant level - ensuring that customer improvements are being made by providing data analysis and insights on CARE and Manufacturing issues. Facilitate insight sessions, including reporting, listening labs, end-to-end quality deep dives, and monthly Site Experience analytics. Your Qualifications At VistaPrint, we are striving to hire individuals that add new ideas and perspectives to our teams and enhance our culture. No matter your background or work experience, we strongly encourage you to apply—even if you feel that you don’t meet the exact requirements or have the same qualifications. You might be a great candidate for this or other opportunities. 2-4 years of experience in customer experience, data analysis, market research, or a similar field, with a proven ability to analyze large data sets and generate actionable insights. Hands-on experience with data analysis tools such as Excel, SQL, Google Analytics, Tableau, or Power BI, as well as survey tools like Qualtrics or SurveyMonkey. Proven ability to conduct root cause analysis, identify patterns in customer feedback, and apply statistical techniques (e.g., regression analysis, hypothesis testing) to drive improvements. Strong written and verbal communication skills, with the ability to translate complex data insights into clear, actionable recommendations for non-technical stakeholders. A deep understanding of the importance of customer experience and a passion for using data to drive customer satisfaction Nice to Have Bachelor’s degree in Business, Marketing, Data Analytics, Economics, Statistics, or a related field. Experience with text analytics tools for analyzing open-ended customer feedback (e.g., sentiment analysis). Six Sigma or Lean certifications (for process improvement). Google Analytics or Tableau certifications. Customer Experience (CX) or VOC-related certifications. Experience with project management methodologies or tools (e.g., Agile, Jira, Asana) to help manage cross-functional collaboration and VOC initiatives Experience in mapping out customer journeys to understand and improve touchpoints in the customer experience lifecycle. Why You'll Love Working Here There is a lot to love about working at VistaPrint. We are an award winning Remote-First company. We’re an inclusive community. We’re growing (which means you can too). And to help orient us all in the same direction, we have our Vista Behaviors which exemplify the behavioral attributes that make us a culturally strong and high-performing team. About Us VistaPrint is the design and marketing partner to millions of small businesses around the world. For over 20 years we’ve been inspired by small businesses, and we work incessantly to deliver solutions to their evolving needs. Together, VistaCreate, 99designs by Vista and VistaPrint represent a full-service design, digital and print solution, elevating small businesses’ presence in physical and digital spaces and powering them to achieve success. VistaPrint is focused on making great marketing and design accessible to every small business owner, allowing them to create a cohesive brand image for use in-store, online and on-the-go. Commitment to Diversity, Equity, & Inclusion VistaPrint exists to help our customers live their dreams. Each dream is unique – and the VistaPrint team needs to be as well. We believe in the unique contributions of everyone within a diverse global organization. We are collaborative, inclusive, and innovative. We strive to role model and live an inclusive culture of fairness, respect and belonging for all. And we work together to empower each other, creating a space in which each of us can spark our next great idea. Equal Opportunity Employer VistaPrint, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.

Responsibilities

The role involves providing data analysis and insights from operational data, surveys, and research to drive customer understanding and issue prioritization. Key duties include leading continuous improvement cycles, collaborating with various internal teams, and ensuring customer-centric improvements are implemented at the manufacturing level.