Since 1979, Honda of America Manufacturing has been committed to building quality products for our customers and quality communities where our associates live and work.

Based upon a philosophy of respecting each individual, we have built a culture of involvement and creativity that harnesses the collective power of each and every team member.

The Voice of Customer Business Analyst, part of the CX Analytics & Strategy department, CX Division, organizes, coordinates with key stakeholders, and executes evidence-based analysis across the enterprise to improve customer experience. Taking a strategic view of customer data (Voice of the Customer (VoC)) and insights across the entire customer lifecycle, they will help with the analysis and implementation of customized VoC improvement programs and lead intervention impact analyses to continually improve customer engagement program enhancements, and full journey analytics and optimization. Specifically, the Voice of Customer Business Analyst will be responsible for:

• Assist with enterprise VoC program optimization with evidence-based analyses driving process improvement across business units with tailored insights based on unit-specific KPIs.
• Generate, communicate, and identify continual improvement opportunities for VoC insights that inform prescriptive business decisions and marketing strategies.
• Assist with the design, management, and execution of qualitative and quantitative VoC research studies.
• Support business units to identify strategic opportunities for customer experience improvement by leveraging customer insights from multiple internal feedback listening posts.
• Support Marketing and CX with establishing, generating, and tracking KPIs to ensure the impact on customer experience and the business can be quantified.
• Present complex findings to internal and external stakeholders in a clear and concise manner.
• Implement a scalable chargeback process to help the VoC team achieve budget targets.

Responsibilities Include

Support enterprise voice of the customer programs

• Key team member to scale Voice of the Customer Process optimization across the enterprise and specific business units.
• Partner with the key groups including loyalty, analytics, product, and service-specific offerings on improving and supporting analyses that will drive customer experience enhancement by generating strategic insights.
• Analyze and report customer feedback insights (internal surveys) to advise and support Business Units on strategic decision-making that aims at improving the customer experience and generating promoters.
• Support best practices for ad-hoc perceptions research across the enterprise (review customer surveys to ensure consistency across the enterprise and provide feedback if necessary).

Support Enterprise-wide Initiatives/products

• Support the Voice of Customer team on migrating internal surveys, previously managed by external survey platforms, to the new enterprise survey platform (Qualtrics)
• Research and report on improving the latest VoC research to positively impact existing surveys, and support change management and communication plan activities across the Business Units and externally (American Honda Motor Co. Inc., field, dealers, customers, business partners).
• Develop, and promote internal customer survey best practices to support the organization in achieving high standards in collecting customer feedback.
• Support with maintaining and enhancing current surveys based on evolving business needs.
• Support the enterprise implementation of all AHM VoC programs throughout the project lifecycle – e.g., design, prototype, report, process mapping, training, etc.

Reporting And Presentations

• Support with preparing presentation updates on project progress and analytics work to Customer Experience leadership during bi-weekly sprint reviews & related projects and meetings.

Who We Are Seeking

Required Work Experience:

• 3-5+ years in research, survey design and implementation, and data analysis.

Required Education

• B.S. in Social Science, Economics, Statistics, or another quantitative field

Desired Skills

• Strong communications skills, storytelling, utilize data analysis to drive business improvement.
• Experience working with dealers to improve business processes and customer experience.
• Qualtrics programming expertise, survey development, and design, sampling methods
• Research methods experience such as best practices for collecting customer feedback.
• Knowledge of statistical packages (e.g., SPSS, R, Stata, etc.)
• Strong statistical knowledge, data analysis, and comprehension skills; ability to quickly synthesize data inputs to develop meaningful/actional insights.
• Knowledge and experience in qualitative (e.g., in-depth interviews, focus groups) and quantitative research methods (e.g., experimental design methods).
• Demonstrated strong collaborative, leadership, and interpersonal skills. Able to interact with diverse stakeholders across the organization.