Senior Data Analyst - Voice of Customer

Company Description

Wood Mackenzie is a global research, analytics, and consultancy firm driving the natural resources industry. For half a century, we have supplied quality data, analytics, and insights that our clients depend on to guide their decision-making processes.

Our specialized teams in oil, gas & LNG, power & renewables, chemicals, metals & mining sectors are distributed around the world. They execute various projects based on our assessment and valuation of thousands of individual assets, companies, and economic indicators such as market supply, demand, and price trends.

We employ over 1,900 individuals across 30 locations, serving clients in nearly 80 countries. Collectively, we inspire and innovate within the markets we serve - offering indispensable intelligence to help our clients surmount the toughest challenges, and make strategic decisions that will ultimately speed up the world's transition to a more sustainable future.

Wood Mackenzie is the global leader in data, analysis, and consulting across the energy, chemicals, metals, mining, power, and renewables sectors.

Listen to what our team has to say about working with us:

Job Description

The Senior Data Analyst's role includes collaborating with a wide range of internal and external data sources, conducting analysis and interpretation of customer feedback data. This analysis aims to enhance the organization's grasp of customer attitudes and behaviors, ultimately offering actionable insights to drive business decisions.

Main Responsibilities

• Data collection and management: Collecting customer feedback data from various sources and organizing it for analysis in a structured manner.
• Data analysis: Using statistical and analytical techniques to extract insights from customer feedback data. This involves identifying patterns, trends, and correlations to discover valuable information about customer preferences, satisfaction, and improvement areas.
• Reporting and visualization: Creating reports, dashboards, and visual representations of data analysis results to effectively communicate findings to internal stakeholders. Using data visualization tools to present information clearly and meaningfully.
• Customer categorization: Enhancing Wood Mackenzie’s comprehension of customer personas based on their characteristics, behaviors, and feedback trends to improve targeted marketing, digital journeys, and personalized experiences.
• Root cause analysis: Analyzing customer query data and feedback to identify any systemic issues within the organization that need to be addressed.
• Collaboration with stakeholders: Working closely with the Business Change Function to offer insights and recommendations based on analysis to support data-driven decision-making shaping Customer Experience Strategy.
• Continuous improvement: Checking the effectiveness of the VoC program and suggesting improvements to enhance the quality and relevance of customer feedback data. Keeping up-to-date with industry best practices, new technologies, and emerging trends in customer experience analysis.

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Qualifications

• Has proven professional experience in analyzing customer data, preferably in a VoC or customer experience analytics context. Experience in using analytical techniques to extract insights and drive actionable recommendations.
• Is proficient in
  • statistical analysis (e.g., regression analysis, correlation analysis, etc.), and data visualization techniques;
  • programming languages such as Python, or SQL, and data analysis tools such as Tableau, Power BI, or Excel;
  • data manipulation techniques, including working with diverse data sources, structured and unstructured data, and integrating data from multiple platforms or systems.
• Understands customer experience and Voice of the Customer frameworks, e.g., customer journey mapping, customer satisfaction measurement, and feedback management systems.
• Shows business acumen by aligning data analysis with organizational goals. Awareness of key performance indicators (KPIs) and metrics used to measure business success.
• Communicates complex analytical findings to both technical and non-technical stakeholders.
• Excels at problem-solving and approaching issues in multiple ways.
• Team player and willing to voice an opinion.
• Self-motivated, professional, independent, and proactive.
• Comfortable working to tight deadlines.
• Strong customer focus, both internal and external                                                                                            

 Expectations

• We are a hybrid working company, and the successful applicant will be expected to be physically present in the office at least 2 days per week to promote and contribute to a collaborative environment, but this may change in the future.
• Due to the global nature of the team, a degree of flexible working will be required to accommodate different time zones.

Additional Information

 Wood Mackenzie is a place where we are committed to supporting our people to grow and thrive. We value different perspectives and aspire to create an inclusive environment which encourages diversity and fosters a sense of belonging. 

Wood Mackenzie values everyone’s contribution and helps them reach their full potential while sustaining an organizational culture of health and well-being.

Our core values are:

• Inclusive
• Trusting
• Customer Committed
• Future Focused, and
• Curious

We understand the importance of bringing your whole self to work and to achieving a balance between work, family, and other life commitments. We are open to considering flexible working arrangements to enable the greatest spectrum of talent to contribute to Wood Mackenzie's success.

Hear what our team has to say about working with us: