Overview
On Site
USD 60.00 - 81.00 per hour
Contract - W2
Skills
Strategist
Product Optimization
Customer Service
Technical Support
Data Analysis
Reporting
User Experience
Content Strategy
Analytics
Qualtrics
Project Management
Management
Decision-making
Electronic Commerce
Roadmaps
Research
Data Collection
Customer Experience
Collaboration
Partnership
Voice Of The Customer
Network
Taxes
Life Insurance
Business Transformation
Law
Job Details
Hybrid in Miami, FL, 33131.
6 month W2 contract,
Description
The Voice of the Customer (VoC) Program Strategist/Manager, on the eCommerce Product Insights (ePI) team, is responsible for championing the voice of the customer across digital platforms. This role will be responsible for executing and enhancing a comprehensive VoC program that harnesses customer feedback to drive key opportunities for product optimization, research studies, and technical site issues to optimize the e-commerce journey. The ideal candidate is comfortable influencing roadmaps, communicating value across multiple audiences, working with product and development teams to implement changes, and delivering updates/results to senior audiences.
Skills
Technical support, Customer service, End user support, Data analysis, Reporting, Medallia, Qualtrics, Digital, Ux, Digital content, Support, Data, Customer feedback, insights, Content strategy
Top Skills Details
Proven experience (3-4 years) in a similar VoC or customer experience role, preferably within the eCommerce space
Experience with customer feedback and/or digital analytics data
Proficiency in VoC tools and platforms (e.g., Medallia, Qualtrics) *PREFERRED*
Comfortable working across silos in the organization to manage interdependent complexities, roadblocks, milestones
Knowledge of customer experience and analysis, and have experience deriving insights from customer surveys and other quantitative and qualitative sources of data
Project management skills with the ability to manage multiple initiatives simultaneously
A customer-centric mindset and a passion for enhancing the eCommerce experience
Additional Skills & Qualifications
Oversees the comprehensive VoC strategy and execution that aligns with eCommerce goals and customer experience objectives
Oversees VoC team and coaches on reports, delivery, and extracting insights that support research, product, and site issue efforts
Implement and manage a range of feedback channels, including surveys, sentiment analysis, etc. to capture the diverse voice of customers across digital touchpoints
Responsible for distilling analysis into actionable recommendations to improve the eCommerce site and compile a backlog of experience improvement recommendations, in partnership with the VoC Analyst
Owns the process of translating findings into actionable insights that influence decision making and business optimizations
Serve as lead support in quantifying eCommerce customer opportunities (leveraged for roadmap & backlog development/influences sequencing) and measuring the impact of implemented feature solutions
Partner closely with product teams to understand roadmaps; actively participates in planning across product & research teams, leveraging VoC to represent customer needs
Leads the qualitative and quantitative data collection design and VoC survey strategy based on best practices for CX tool platforms, in partnership with the VoC Analyst
A chance to work for one of the largest cruise brands in the country. The client was the top performer in the US and has invested $Millions into developments for 2025. Opportunity to go on cruises through company work, and exposure to international opportunities. Large, reputable company. A leader in the cruise line industry. Fast-paced and energetic office life. Opportunities for free cruises. Room for growth and ability to grow a professional network.
Pay and Benefits
The pay range for this position is $60.00 - $81.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Miami,FL.
Application Deadline
This position is anticipated to close on May 9, 2025.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
6 month W2 contract,
Description
The Voice of the Customer (VoC) Program Strategist/Manager, on the eCommerce Product Insights (ePI) team, is responsible for championing the voice of the customer across digital platforms. This role will be responsible for executing and enhancing a comprehensive VoC program that harnesses customer feedback to drive key opportunities for product optimization, research studies, and technical site issues to optimize the e-commerce journey. The ideal candidate is comfortable influencing roadmaps, communicating value across multiple audiences, working with product and development teams to implement changes, and delivering updates/results to senior audiences.
Skills
Technical support, Customer service, End user support, Data analysis, Reporting, Medallia, Qualtrics, Digital, Ux, Digital content, Support, Data, Customer feedback, insights, Content strategy
Top Skills Details
Proven experience (3-4 years) in a similar VoC or customer experience role, preferably within the eCommerce space
Experience with customer feedback and/or digital analytics data
Proficiency in VoC tools and platforms (e.g., Medallia, Qualtrics) *PREFERRED*
Comfortable working across silos in the organization to manage interdependent complexities, roadblocks, milestones
Knowledge of customer experience and analysis, and have experience deriving insights from customer surveys and other quantitative and qualitative sources of data
Project management skills with the ability to manage multiple initiatives simultaneously
A customer-centric mindset and a passion for enhancing the eCommerce experience
Additional Skills & Qualifications
Oversees the comprehensive VoC strategy and execution that aligns with eCommerce goals and customer experience objectives
Oversees VoC team and coaches on reports, delivery, and extracting insights that support research, product, and site issue efforts
Implement and manage a range of feedback channels, including surveys, sentiment analysis, etc. to capture the diverse voice of customers across digital touchpoints
Responsible for distilling analysis into actionable recommendations to improve the eCommerce site and compile a backlog of experience improvement recommendations, in partnership with the VoC Analyst
Owns the process of translating findings into actionable insights that influence decision making and business optimizations
Serve as lead support in quantifying eCommerce customer opportunities (leveraged for roadmap & backlog development/influences sequencing) and measuring the impact of implemented feature solutions
Partner closely with product teams to understand roadmaps; actively participates in planning across product & research teams, leveraging VoC to represent customer needs
Leads the qualitative and quantitative data collection design and VoC survey strategy based on best practices for CX tool platforms, in partnership with the VoC Analyst
A chance to work for one of the largest cruise brands in the country. The client was the top performer in the US and has invested $Millions into developments for 2025. Opportunity to go on cruises through company work, and exposure to international opportunities. Large, reputable company. A leader in the cruise line industry. Fast-paced and energetic office life. Opportunities for free cruises. Room for growth and ability to grow a professional network.
Pay and Benefits
The pay range for this position is $60.00 - $81.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Miami,FL.
Application Deadline
This position is anticipated to close on May 9, 2025.
About TEKsystems and TEKsystems Global Services
We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.