Senior Specialist, CARE Voice Of The Customer

Summary

The Customer Experience team at Vistaprint is dedicated to championing the voice of our customers, ensuring their needs and expectations are met at every touchpoint. As part of the broader Customer Service organization, our team plays a critical role in identifying customer pain points, driving improvements, and influencing strategic decisions that enhance the overall customer journey. Through data-driven insights and collaboration with Regional Managers and Product Teams, we work to refine our offerings, streamline issue resolution, and create meaningful, customer-centric solutions.

Responsibilities

• • Provide data analysis and findings of operational customer data, customer survey feedback, business data, and specific market research studies to drive customer understanding.
• • Lead a continuous cycle of customer understanding, issue sizing and prioritization and driving through to resolution.
• • Use customer feedback and Voice of Customer insights to align with business goals, raise key findings, and drive service enhancements.
• • Maintain strong relationships with key partners – CARE Operations, Product, Logistics, Marketing, Manufacturing and Pricing
• • Collaborate with the Analytics team (DnA) as needed to facilitate data capture, reporting development, and input to VoC insight development
• • Driving customer obsession at the manufacturing plant level - ensuring that customer improvements are being made by providing data analysis and insights on CARE and Manufacturing issues.
• • Facilitate insight sessions, including reporting, listening labs, end-to-end quality deep dives, and monthly Site Experience analytics.

Required Skills

• • 2-4 years of experience in customer experience, data analysis, market research, or a similar field, with a proven ability to analyze large data sets and generate actionable insights.
• • Hands-on experience with data analysis tools such as Excel, SQL, Google Analytics, Tableau, or Power BI, as well as survey tools like Qualtrics or SurveyMonkey.
• • Proven ability to conduct root cause analysis, identify patterns in customer feedback, and apply statistical techniques (e.g., regression analysis, hypothesis testing) to drive improvements.
• • Strong written and verbal communication skills, with the ability to translate complex data insights into clear, actionable recommendations for non-technical stakeholders.
• • A deep understanding of the importance of customer experience and a passion for using data to drive customer satisfaction

Qualifications

• • Bachelor’s degree in Business, Marketing, Data Analytics, Economics, Statistics, or a related field.
• • Familiarity with more advanced data analysis tools and platforms (e.g., R, Python, SAS) for more in-depth statistical analysis.
• • Experience with text analytics tools for analyzing open-ended customer feedback (e.g., sentiment analysis).
• • Six Sigma or Lean certifications (for process improvement).
• • Google Analytics or Tableau certifications.
• • Customer Experience (CX) or VOC-related certifications.
• • Experience with project management methodologies or tools (e.g., Agile, Jira, Asana) to help manage cross-functional collaboration and VOC initiatives
• • Experience in mapping out customer journeys to understand and improve touchpoints in the customer experience lifecycle.

Additional Information and Instructions

At VistaPrint, we are striving to hire individuals that add new ideas and perspectives to our teams and enhance our culture. No matter your background or work experience, we strongly encourage you to apply—even if you feel that you don’t meet the exact requirements or have the same qualifications. You might be a great candidate for this or other opportunities.

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