New

Global Customer Experience Analyst

Harman
life insurance, sick time, long term disability, tuition reimbursement, remote work
United States, California, Northridge
Feb 21, 2025
Description & Requirements About the Role This position is within Harman's Lifestyle Audio group, Consumer Division, and part of the Global Customer Experience team. The CX organization has approximately 1000 personnel, across 9 regions consisting of internal and external resources. In this role, you will contribute to the growth of our Voice of Customer Program and Customer Experience Analytics by providing key support to the team. This team analyzes and reports on end-user feedback across regions and channels for product development and functional teams (Ecommerce, Marketing, Sales, etc.). You will support global consumer research projects, including end-user focus groups/interviews, surveys, product and app reviews, and social media monitoring. As part of the Global Customer Experience team, you will support our mission of delivering world-class customer experiences. You will assist with the creation of standardized CX reports and dashboards, prepare monthly updates and presentations, and monitor Support Site traffic and behavior to identify areas for improvement. You will also support special projects focused on enhancing consumer experiences. What You Will Do Support the Voice of Customer (VoC) Program by collecting and consolidating customer feedback from product reviews, surveys, social media, and focus groups/interviews Assist in creating and maintaining CX reports, dashboards, and monthly updates to share insights with product development and functional teams Monitor Support Site traffic and identify opportunities to improve customer experience, self-service resources, and usability Contribute to Global Customer Experience special projects and initiatives aimed at enhancing and providing world-class customer experiences What You Need to Be Successful 2+ years of experience in a Voice of Customer (VoC), Customer Experience (CX) or market research Proven data analysis and reporting skills, with the ability to summarize and present findings clearly and concisely Ability to manage multiple projects with regular communication with partners, stakeholders, and internal team Strong proficiency in Excel and PowerPoint Familiarity with Qlik Analytics, or similar (Power BI, Tableau, etc.) Familiarity with website analytics like Google Analytics and Content Square, or similar Strong public speaking and presentation skills A proactive and curious attitude with a willingness to learn and grow in the role Comfortable working East Coast hours (starting at 6 am PST) Bonus Points if You Have Experience with Voice of Customer data analysis, including mining of product reviews, designing surveys or end user interview discussion guides, and other research Experience building dashboards or reports in Qlik Analytics or similar (Power BI, Tableau, etc.) Goal-oriented self-starter and able to flex to changing business needs and priorities Savvy, quick-thinking, and comfortable in a dynamic, fast-moving environment Ability to maintain a global mindset with a strong collaboration approach with peers and stakeholders What Makes You Eligible Be willing to travel up to 10%, domestic and international travel Be willing to work in an office in Northridge, CA or Stamford (CT) (Hybrid) Be willing to support a global team spanning many countries, languages, and time zones Successfully complete a background investigation and drug screen as a condition of employment What We Offer Flexible work environment, allowing for full-time remote work globally for positions that can be performed outside a HARMAN or customer location Access to employee discounts on world-class Harman and Samsung products (JBL, HARMAN Kardon, AKG, etc.) Extensive training opportunities through our own HARMAN University Competitive wellness benefits Tuition reimbursement "Be Brilliant" employee recognition and rewards program An inclusive and diverse work environment that fosters and encourages professional and personal development. . #LI-DP2 . Pay Transparency $ 66,000 - $ 96,800 Dependent on the position offered, other forms of compensation are also available, such as bonuses or commission. Pay is based on a wide range of factors, including, without limitation, skill set, experience, training, location, and business need. While the above range is a reasonable estimate of the wage range for this position, please note the disclosed range estimate has not been adjusted for the applicable geographical differential associated with the location where the position may be filled. Benefits HARMAN is interested in the health and wellbeing of you and your family and offers a range of benefits designed to support your needs for holistic wellbeing. Benefits and perks may vary depending on the nature of your employment with HARMAN, and may include paid vacation and holidays, paid sick leave, volunteer leave, and paid bonding and care giver leave. Employees may also be eligible to participate in comprehensive medical, dental, and vision plans, fertility support and adoption assistance, Health Savings and Flexible Spending Accounts, retirement savings plan with employer match, short and long term disability coverage, life insurance, and more. Important Notice: Recruitment Scams Please be aware that HARMAN recruiters will always communicate with you from an '@harman.com' email address. We will never ask for payments, banking, credit card, personal financial information or access to your LinkedIn/email account during the screening, interview, or recruitment process. If you are asked for such information or receive communication from an email address not ending in '@harman.com' about a job with HARMAN, please cease communication immediately and report the incident to us through: harmancareers@harman.com. HARMAN is proud to be an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. Apply