Provide comprehensive analysis of consumer and customer feedback data for key stakeholders, ensuring insights are clearly understood, translated into actions, and followed up with Service Owners, Process Owners, and other relevant stakeholders through to implementation.
Collaborate iteratively with key stakeholders to ensure evaluation results are interpreted correctly and acted upon across all consumer-facing services.
Own feedback analysis activities and support the definition of business requirements for collecting actionable feedback, covering both: Consumers (ABB employees and external users), Customers (e.g. Business CIOs) to understand their end-to-end experience with IS services.
Develop and maintain strong, trust-based relationships with customers and stakeholders through professionalism, transparency, and clear communication.
Prepare high-quality reports, dashboards, and visualizations that present feedback insights at the appropriate level of granularity, including user segmentation, trend analysis, and identification of key pain points and improvement opportunities.
Contribute to the continuous improvement of VoC reporting standards, methodologies, and tools to enhance insight quality, consistency, and usability across the organization.
Build and maintain dashboards and visualizations in Qualtrics that provide clear, insightful, and actionable views of VoC results for different stakeholder groups, ensuring transparency and usability.
Preparing high-quality, data-driven presentation materials for the IS Performance Council, ensuring clear insights and high visibility at senior management level.
requirements-expected :
3+ years of experience working with analytical and data visualization tools such as Power BI; experience with Qualtrics and/or Snowflake is considered a strong advantage.
Minimum 2 years of hands-on experience in data gathering, reporting, validation, and analysis within a structured, enterprise environment.
Proven experience in evaluating consumer satisfaction at scale, with a strong understanding of consumer needs, behaviors, and experience drivers.
Strong analytical mindset with high attention to detail, data quality, and accuracy, combined with tech-savviness and a keen interest in AI and emerging technologies. Highly motivated to learn modern analytics, automation, and AI tools to enhance consumer insight reporting.
Demonstrated ability to perform advanced data analysis and translate complex datasets into actionable insights, including the design and delivery of dashboards and visualizations to support key business performance metrics.
Excellent listening, communication, negotiation, and presentation skills, with confidence in communicating insights to both technical and non-technical stakeholders; strong proficiency in Microsoft PowerPoint.
ITIL® 4 Foundation certification.
Fluent English, both written and verbal; ability to communicate effectively in a global, multicultural environment.
benefits :
sharing the costs of sports activities
private medical care
sharing the costs of foreign language classes
sharing the costs of professional training & courses
life insurance
remote work opportunities
flexible working time
corporate products and services at discounted prices
