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Customer Experience Insights Manager

Location: Sheetz Corporate - Claysburg, PA

 

PRIMARY PURPOSE OF THIS POSITION:

Responsible for managing the VoC 360 platform which is designed to provide the Voice of the Customer (VoC) by incorporating multiple sources of feedback into “one source of the customer’s voice”. Identifies and assists in prioritizing insights about positive aspects of the customer experience & pain points, as well as provides recommendations to internal stakeholders that identify potential initiatives and programs that foster customer relations and enhance the overall customer experience.

ESSENTIAL FUNCTIONS: (other duties may be assigned)
  1. Manages and maintains the VoC360 platform, including the overall system, dashboards, data integration, and the sentiment and categorization model.
  2. Works with Stakeholders to understand what business question they are seeking to solve and execute the design and development of the dashboards to help identify key and actionable insights.
  3. Presents at scheduled presentations to executive leadership and key stakeholders across the organization, enabling them to keep a pulse on the VoC and to have an understanding of the data driven insights.
  4. Provides recommendations for addressing any identified opportunities to enhance the overall customer experience.
  5. Provides Themes/Insights for Customer Pain Points to help guide company strategic initiatives enhancing the customer experience.

REQUIREMENTS: (Equivalent combinations of education, licenses, certifications and/or experience may be considered)

Education
  • Bachelor’s degree in Market Research, Business Administration, Leadership or other relevant field required
  • Advanced degree in Market Research, Business Administration, Leadership or other relevant field preferred
Experience
  • Minimum three years’ experience in marketing research, business intelligence, or related field required.
  • Sheetz store management experience preferred.
  • Supervisory experience preferred.
Licenses/Certifications
    Project Management certificate preferred.
Tools & Equipment
    General Office Equipment

 

ABOUT SHEETZ
Sheetz, Inc. is a fast-growing, family-owned, food/convenience company that has been in business since 1952. Sheetz has over 600 locations in Pennsylvania, Ohio, Virginia, West Virginia, Maryland and North Carolina.


Our mission at Sheetz has been to meet the needs of customers on the go. Of course, things have changed over those nearly 70 years. Life is faster and busier, and customers expect us to be there when they need us most. One thing that hasn't changed is our commitment to our customers, our employees and the communities in which we operate. Sheetz donates millions of dollars every year to the charities it holds dear.


Sheetz Award


Nearest Major Market: Altoona
Nearest Secondary Market: Johnstown

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