United States, United States
March 14, 2024
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Job Description
COMPANY OVERVIEW
TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers’ compensation insurance.
TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you’re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients’ business success with extraordinary HR.
Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single requirement. At TriNet, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.
Job Summary/Overview
The Analyst, VOC will be responsible for conducting Voice of the Customer (VOC) analyses, leveraging a wide range of analytical and data visualization tools to uncover and communicate opportunities to improve the customer’s experience.
The Voice of the Customer (VOC) team supports business leaders at TriNet in the Customer Success & Operations (CSO) organization by uncovering the customer’s perspective throughout all phases of their tenure and ensuring the customer is at the center of the organization’s most critical business decisions.
Leveraging analytical tools such as Qualtrics, Tableau, and SAS, the Voice of the Customer team analyzes customer behavioral data and open-ended customer feedback TriNet receives through various sources, including Net Promoter surveys, CSAT surveys, website and app intercept feedback, product feedback, customer engagement data, and customer demographic data.
The Analyst, VOC will collaborate with internal business stakeholders to:
You will assist and partner in the following:
Education: Typically requires a Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.
Other Knowledge, Skills And Abilities
A candidate’s compensation may also include bonuses consistent with TriNet’s corporate bonus plan.
Additionally, subject to applicable eligibility requirements, TriNet offers permanent full-time employees a variety of benefits including medical, dental, and vision plans, life and disability insurance, a 401(K) savings plan, an employee stock purchase plan, eleven (11) Company observed holidays, PTO and a comprehensive leave program. Please click the following link for detailed information about our benefits offerings: https://www.trinet.com/documents/blt5b61a1040aae1904
Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.
TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact recruiting@trinet.com to request such an accommodation.
About Us
TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers’ compensation insurance.
TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you’re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients’ business success with extraordinary HR.
Please note that at this time, TriNet requires colleagues reporting to TriNet offices, engaging in in-person activities (including off-sites) or engaging in TriNet sponsored business travel, to be fully vaccinated (as defined by the CDC) against COVID-19 or provide proof of a negative PCR test each week. TriNet will consider requests for reasonable accommodations for documented medical reasons and for sincerely held religious beliefs in accordance with applicable law.
TriNet is providing access to a mobile app for colleagues to submit proof of vaccination or negative test results. Please do not include proof of vaccine status or any indication of a possible request for an accommodation when submitting your application materials. If applicable, TriNet will follow up with you directly to request proof of vaccination and to discuss any potential accommodations.
COMPANY OVERVIEW
TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers’ compensation insurance.
TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you’re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients’ business success with extraordinary HR.
Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single requirement. At TriNet, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.
Job Summary/Overview
The Analyst, VOC will be responsible for conducting Voice of the Customer (VOC) analyses, leveraging a wide range of analytical and data visualization tools to uncover and communicate opportunities to improve the customer’s experience.
The Voice of the Customer (VOC) team supports business leaders at TriNet in the Customer Success & Operations (CSO) organization by uncovering the customer’s perspective throughout all phases of their tenure and ensuring the customer is at the center of the organization’s most critical business decisions.
Leveraging analytical tools such as Qualtrics, Tableau, and SAS, the Voice of the Customer team analyzes customer behavioral data and open-ended customer feedback TriNet receives through various sources, including Net Promoter surveys, CSAT surveys, website and app intercept feedback, product feedback, customer engagement data, and customer demographic data.
The Analyst, VOC will collaborate with internal business stakeholders to:
- Deliver real-time, actionable customer insights, leveraging all tools and resources available.
- Integrate qualitative and quantitative customer feedback responses with customer behavioral data to address targeted business questions.
- Supporting the Net Promoter System program, including measurement of NPS, analysis of the drivers of NPS, and management of the Closed Loop process.
- Continuously improve the effectiveness and efficiency of the team’s research and analysis methodologies, processes, and deliverables.
You will assist and partner in the following:
- Perform survey administration activities.
- Analyze customer feedback to ensure services expectations are met and determine underlying trends to improve the customer experience.
- Leverage survey, behavioral, demographic, and transactional data to inform stakeholders and strategic decisions.
- Conduct Voice of the Customer research, including text analytics, synthesis of multiple data sources, and ad hoc analyses.
- Ties customer feedback data to customer behavioral data to drive impactful insights and recommendations.
- Effectively translates data into insights by proactively and effectively communicating the “so what” from the data, as well as issues and opportunities exposed by the data.
- Collaborates with key internal partners to identify and understand customers’ underlying needs and implement solutions that address root causes of customer pain points.
- Continuously drives reporting and dashboard improvement by simplifying and automating, where possible.
- Participates in communicating research results to executives and other stakeholders.
- Collaborates cross-functionally with other teams and departments on complex projects.
- Maintain the highest levels of confidentiality when gathering, sharing, mapping, and visualizing company data.
- Other projects and responsibilities may be added at the manager’s discretion.
Education: Typically requires a Bachelor’s degree and a minimum of 2 years of related experience; or an advanced degree without experience; or equivalent work experience.
Other Knowledge, Skills And Abilities
- Regular exposure to complex, cross functional projects in either a project or program management capacity.
- Experience in presenting data visually to tell a clear story.
- Experience in presentation and translation of complex findings into layman’s terms.
- Experience with survey administration software, particularly Qualtrics.
- Experience with and understanding of data and analysis tools, including Tableau and SAS.
- Experience with unstructured data analysis, including text analytics.
- High proficiency in Microsoft Office Suite, particularly Excel and PowerPoint.
- Experience with and understanding of various statistical methods.
- Excellent analytical skills, including strong business acumen.
- Ability to communicate, build trust, and influence employees at all levels of the organization.
- Ability to adapt to a fast paced, continually changing business and work environment while managing multiple priorities.
- A demonstrated commitment to high professional ethical standards and a diverse workplace.
- Work in a collaborative and inclusive environment with opportunities for personal growth.
- Little to no travel required
- Must have the ability to use a computer mouse, keyboard, telephone, and other equipment typically found in an office environment. This equipment will be used throughout the duration of the workday, often simultaneously.
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
A candidate’s compensation may also include bonuses consistent with TriNet’s corporate bonus plan.
Additionally, subject to applicable eligibility requirements, TriNet offers permanent full-time employees a variety of benefits including medical, dental, and vision plans, life and disability insurance, a 401(K) savings plan, an employee stock purchase plan, eleven (11) Company observed holidays, PTO and a comprehensive leave program. Please click the following link for detailed information about our benefits offerings: https://www.trinet.com/documents/blt5b61a1040aae1904
Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.
TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact recruiting@trinet.com to request such an accommodation.
About Us
TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers’ compensation insurance.
TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you’re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients’ business success with extraordinary HR.
Please note that at this time, TriNet requires colleagues reporting to TriNet offices, engaging in in-person activities (including off-sites) or engaging in TriNet sponsored business travel, to be fully vaccinated (as defined by the CDC) against COVID-19 or provide proof of a negative PCR test each week. TriNet will consider requests for reasonable accommodations for documented medical reasons and for sincerely held religious beliefs in accordance with applicable law.
TriNet is providing access to a mobile app for colleagues to submit proof of vaccination or negative test results. Please do not include proof of vaccine status or any indication of a possible request for an accommodation when submitting your application materials. If applicable, TriNet will follow up with you directly to request proof of vaccination and to discuss any potential accommodations.
