• Voice of Customer Analyst II

    Location US-Agoura Hills
    Job ID
    Customer Service / Support - All Openings
    Pos. Type
    Full Time
  • Company Overview

    At Nuance, we empower people with the ability to seamlessly interact with their connected devices and the digital world around them.  We are creating a world where technology thinks and acts the way people do by designing the most human, natural, and intuitive ways of interacting with technology.


    Our nimble technology uses analytics and advanced algorithms to transform the inanimate into animate and reduce complicated processes into simple ones.


    Join our Enterprise team…great customer service starts here. We design virtual assistants for intelligent and effortless customer service helping customers find the information they need using whatever channel they prefer.

    Job Summary

    Reporting to the Customer Insights team, the Voice of Customer Analyst II will be responsible for providing analyses to internal and external clients. This position analyzes both structured and unstructured data using a variety of techniques, from simple data aggregation to complex text mapping, or text analytics tools in order to extract insights from customer interactions. This position does not have direct reports.


    Principal duties and responsibilities:

    • Work closely with internal teams to understand client needs and objectives
    • Empower clients by providing quantitative and qualitative data analysis insights, and trends to decision-makers
    • Communicate findings and insights to stakeholders and provide recommendations
    • Consult with clients on needs for future data analysis
    • Create and maintain project plans and manage workload across multiple concurrent projects/requests
    • Collect, aggregate, and analyze structured and unstructured data from multiple sources to drive insights into program performance
    • Demonstrate success in working with complex strategic clients/initiatives

    Education: Bachelor’s degree


    Minimum years of work experience: 3+ years


    Required skills:

    • Advanced Microsoft Excel and PowerPoint skills
    • Strong communication and presentation skills
    • Understanding of both qualitative and quantitative research methodologies
    • Excellent project management skills; must be detail oriented
    • Able to work as both an individual and as part of a team on specific analysis

    Preferred skills:

    • Experience performing qualitative text-based analyses
    • Experience with Text analytics or Social Media scraping tools
    • Experience with analytical tools (e.g., PowerBI, SPSS, Tableu, or other reporting tools)
    • Experience creating deep qualitative text-based analyses & optimizations
    • Customer behavior analysis, preferably in an ecommerce capacity
    • Understanding of web/digital concepts in an ecommerce capacity
    • Experience with Virtual Assistant/Chat Bots

    Additional Information

    Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.  


    Nuance Communication Inc.  is an equal opportunity employer.  We evaluate qualified applicants without regard to race, age, color, religion, sex, national origin, disability, veteran status, gender identity, sexual orientation and other legally protected characteristics. The EEO is the Law poster and its supplement is available here. If you need a reasonable accommodation because of a disability for any part of the employment process, please call 781-565-5086 – Human Resources Department and let us know the nature of your request and your contact information.


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