Digital Analyst, Voice of the Customer

At Tapestry, we have the freedom to express ourselves and run with our best ideas across Coach, Kate Spade New York, and Stuart Weitzman. S/he is a key partner to provide support by gathering information on the customer journey to identify trends and customer friction points. Serve as the voice of the customer to our Product Management, Tech & Brand teams Partner with call center stakeholders to identify trends and friction points for our customer Leverage analytical tools (i.e. Quantum Metrics) to uncover issues within the customer journey and recognize ongoing themes/trends Clearly understand project roadmaps and effectively communicate new site changes or process improvements to cross functional partners Improve brand Net Promoter Scores (NPS) through the ongoing analysis of promoters/detractors Identify additional opportunities to collect unstructured customer feedback through social media channels and employee perspective Assist in creating dashboards that share detailed & real-time customer feedback with the organization in an effort to provide a better customer experience Consistently monitor progress to further develop VOC program and increase ROI The accomplished individual will possess… Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.