Summary:
Join Eaton, a global leader where equality and inclusivity are at the heart of our mission. Our EMEA Business Service Center (BSC) in Budapest is Eaton's largest office in the region. With a diverse team of over 700 people, representing 40+ nationalities and speaking 20+ languages, the BSC is the central hub for business services. It empowers seamless operations and drives exceptional results across our electrical, industrial, and corporate teams.
As a VOC Analyst for Electrical EMEA CXP your will be responsible of supporting the development and deployment of processes and solutions to collect, analyze and translate the Voice of Customer (VOC) into insights that are actionable to all parties involved & drive improvements in our customers' experience. You will work with cross-functional teams to ensure the scalability, reusability and adoption of developed solutions across ES EMEA, driving better decision-making and execution of tactics to improve how our customers do business with Eaton.
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What you'll do:
- Collect customer feedback from various channels, including online surveys, account reviews, post call surveys, etc
- Support the execution of survey programs (current & new) for Customer Support, Technical Support, Field Services, Relational Surveys and Strategic Account Reviews
- Support development and deployment of mechanisms to ensure timely and orderly reporting of customer feedback and open issues to the appropriate responsibilities & leaders within the
- Collaborate with stakeholders (Sales & Marketing, BI, Divisions) to support execution of the VOC program in line with Salesforce deployment.
- Manage back-end VOC activities in Customer Gauge platform - online survey questionnaires, user notification and escalation workflows.
- Support in creation and maintenance of VOC process documentation / SharePoint pages.
- Collaborate with senior Data Analysts and other Eaton functions to extract, transform, and standardize data for optimal use within analytic tools for VOC program.
- Contribute to the automation of frequently used reporting and data analysis workflows for VOC Program
Qualifications:
- Bachelor's Degree in Computer Science, Engineering, Information Systems, Business Administration, or similar
-Preferably minimum 3 year of experience in business analytics, process automation, project management, marketing or corporate communications.
Skills:
- Understanding of Customer Experience Management, Business Intelligence and Data management principles and practices.
- Data Visualisation tools, DAX, ERPs, Statistics
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) for data analysis and reporting
- Knowledge of programming languages or MS Power Platform is a plus
- Working knowledge of Cloud Data Platforms & Data Management solutions is an advantage"
- Strong analytical skills and attention to detail
- Demonstrated ability to design, document and manage BI solutions and automations.
- Excellent communication skills, both verbal and written
- Strong teamwork and interpersonal skills
- Adaptability and willingness to embrace change in a dynamic work environment
What we offer:
- Wide range of Employee Benefits: Hybrid work model, Annual bonus, Cafeteria, Private Medical Insurance, Life Insurance, Eye-glass refund, AYCM partnership, Internal reward system (E-Stars)
- Employee Wellbeing Support: Access comprehensive support programs designed to enhance your overall wellbeing
- Dog-Friendly: Bring your furry friend to work in our dog-friendly office
- Dedicated Spaces: Utilize our family room, multi-prayer room, stretching room, and chill room for your comfort and convenience
- Social Responsibility: Join a socially responsible organization committed to making a positive impact
- Employee Appreciation Day: Celebrate with us on Employee Appreciation Day, recognizing your hard work and contributions