Customer Experience (CX) Voice of Customer (VOC) Analyst

As the leading global provider of enterprise software and information solutions for project-based businesses, Deltek helps organizations of all sizes maximize productivity and revenue. Our market leadership stems from the work of our diverse employees who are united by a passion for learning, growing and making a difference. At Deltek, we take immense pride in creating a balanced, values-driven environment, where every employee feels included and empowered to do their best work. Our employees put our core values into action daily, creating a one-of-a-kind culture that has been recognized globally. Thanks to our incredible team, Deltek has been named one of America’s Best Midsize Employers by Forbes, a Top Workplace by The Washington Post and a Best Place to Work in Asia by World HRD Congress. www.deltek.com

Business Summary

The Deltek Engagement Services team plays a key role in helping our customers maximize the value for their solutions. As a member of our team, you are the customer’s advocate to help them find answers to their questions and support the renewal and growth of their business. If you thrive in a collaborative environment, where learning and development are encouraged, consider Deltek as the next step in your career.

Position Responsibilities

The CX VOC Analyst drives customer satisfaction by managing surveys, analyzing data, and presenting actionable insights to stakeholders. We seek someone skilled in Qualtrics, with a customer-centric mindset and excellent communication skills.

• Administering the Survey Program: You will be responsible for the end-to-end management of our survey program. This includes designing, constructing, distributing, and reporting on surveys to gather customer feedback.
• Survey Design and Construction: Utilize best practices to design and construct surveys that effectively capture customer feedback and insights.
• Survey Distribution: Manage the distribution of surveys to our customer base, ensuring maximum reach and response rate.
• Reporting: Analyze survey data and create reports that provide actionable insights for the business. Communicate these insights to stakeholders to drive customer-centric decision making.
• Storytelling: Use your storytelling skills to convey the customer story to internal stakeholders, such as product managers, engineers, support staff, and executives. Highlight the pain points, needs, and expectations of our customers, and how our products and services can address them.
• Presenting: Present your findings and recommendations to all levels within the organization, from frontline staff to senior leaders. Use clear and engaging visuals and language to persuade and influence your audience.
• Continuous Improvement: Regularly review and optimize the survey process to ensure it continues to meet business needs and provides valuable, actionable insights.

Qualifications

• Proven experience in a similar role.
• Advanced experience with Qualtrics is required.
• Experience with Gainsight is preferred.
• Excellent analytical skills with the ability to interpret customer feedback and translate it into actionable insights.
• Excellent communication skills, with the ability to present complex data in a clear and concise manner to all levels within the organization.
• A customer-centric mindset, with a passion for understanding and improving the customer experience.
• Ability to work independently with minimal supervision
• Ability to work within, and lead, cross-functional teams

Travel Requirements

10%

EEO Statement

Deltek, Inc. is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.

E-Verify Statement

Deltek, Inc., utilizes the E-Verify program with every potential new hire. This makes it possible for us to make certain that every employee who works for Deltek is eligible to work in the United States. To learn more about E-Verify you can call 1-800-255-7688 or visit their website by clicking the logo below. E-Verify® is a registered trademark of the United States Department of Homeland Security.

Applicant Privacy Notice

Deltek is committed to the protection and promotion of your privacy. In connection with your application for employment with us at Deltek, it is necessary for us to collect, store and use information about you (“Personal Data”) to administer and evaluate your application. We are the “controller” of the Personal Data you provide us and will process any such Personal Data in accordance with applicable law and the statements contained in this Employment Candidate Privacy Notice. Additionally, we have not sold and do not sell Personal Data you provide to us through the job application process.