About the Role:

Grade Level (for internal use):

12

The Role: Marketing Voice of Customer Senior System Analyst (EMEA, hybrid)

This role uniquely combines strategic marketing and customer experience (CX) expertise. You will collaborate directly with the CMO to develop and execute a performance-driven culture, defining OKRs and developing and maintaining updates to the annual plan. You will also lend your data-driven expertise to support our Voice of Customer (VOC) program, driving meaningful VOC projects and delivering impactful results to the business by uncovering opportunities to enhance the overall customer experience. The ideal candidate has experience working with AI for modeling data and utilizing machine learning models and new analytical methods. Hybrid work - you will be asked to come to the office 2 days per week. This role is EMEA time zone.

The Team:

We have a dynamic team, accuracy and insights are our hallmarks. Team members eagerly embrace challenges with a curious spirit, always seeking data-driven insights and innovative solutions. Collaboration is woven into our DNA; ideas flow seamlessly, and we celebrate successes not just as individuals but as collective wins.

VOC Responsibilities and Impact:

• Working with Senior CX Insights Manager to administer assigned projects from start to finish; ensuring the success of design, implementation, and delivery of results. This includes collaborating regularly with team, composing surveys; cleaning and preparing resulting data; identifying insights; and presenting findings.

• Work with Senior CX Insights Manager to review unstructured data to reveal sentiment, emotion, root cause and translate that to a story using strong analytical thinking and data visualization

• Ability to connect databases from various sources and use querying language to manage data

• Familiarity with using basic statistical techniques (correlation, regression etc.) across divergent datasets.

• Understanding and consideration of any new Qualtrics features and functionality being released and/or available for us to leverage.

• Train business stakeholders on dashboard best practices (how to login, walking users through how to effectively use the dashboards and data available to them in Qualtrics, etc.)

Marketing Responsibilities and Impact:

• Use data and research to draw conclusions from marketing campaigns, external market and customer analysis, presenting insights and recommendations to internal stakeholders.

• Research customer, competitor and market dynamics to uncover opportunities and gaps, facilitating Enterprise strategic growth. Work with Marketing ops and analytics to gather intelligence on existing and potential customers, and competitors, supporting global business goals.

• Work with CMO and their leadership team to develop a strategic marketing plans aligned with the company’s goals and objectives. Identify target markets, customer personas, and competitive positioning to guide marketing efforts. Set measurable goals and KPIs to track performance and optimize strategies.

Hybrid work - you will be asked to come to office 2 days per week.

This role is EMEA time zone.

What We’re Looking For:

Basic Required Qualifications:

• 7+ years working in an analyst role related to Marketing and CX

• Advanced in Microsoft Excel , e.g. Macros, Excel programming

• Experience in any online survey tool - eg. Qualtrics, Survey Monkey, Medalia

• Fluent level of English skills - spoken and written

• Self-starter and interested in technology/SaaS with high technical aptitude

• Excellent verbal and written communication skills

• Organized, detail-oriented who can successfully manage tasks, including prioritization and time management

• Develops and maintains positive relationships with internal and external parties

• Bachelor’s degree

Additional Preferred Qualifications:

• Proficient in Qualtrics CX platform with XM certification

• Proficient in data analysis and visualization tools such as Alteryx, Tableau, R or Python

• Experience in identifying optimum size/complexity of training datasets that can be used to develop ML models .

• Experience with utilizing Gen AI tools and platforms

• Data science and/or statistics experience

What’s In It For You?

Our Purpose:

Progress is not a self-starter. It requires a catalyst to be set in motion. Information, imagination, people, technology–the right combination can unlock possibility and change the world.

Our world is in transition and getting more complex by the day. We push past expected observations and seek out new levels of understanding so that we can help companies, governments and individuals make an impact on tomorrow. At S&P Global we transform data into Essential Intelligence®, pinpointing risks and opening possibilities. We Accelerate Progress.

Our People:

We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.

From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. We’re constantly seeking new solutions that have progress in mind. Join us and help create the critical insights that truly make a difference.

Our Values:

Integrity, Discovery, Partnership

At S&P Global, we focus on Powering Global Markets. Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals.

Benefits:

We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S&P Global.

Our benefits include:

• Health & Wellness: Health care coverage designed for the mind and body.

• Flexible Downtime: Generous time off helps keep you energized for your time on.

• Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills.

• Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs.

• Family Friendly Perks: It’s not just about you. S&P Global has perks for your partners and little ones, too, with some best-in class benefits for families.

• Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference.

For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries

Diversity, Equity, and Inclusion at S&P Global:

At S&P Global, we believe diversity fuels creative insights, equity unlocks opportunity, and inclusion drives growth and innovation – Powering Global Markets. Our commitment centers on our global workforce, ensuring that our people are empowered to bring their whole selves to work. It doesn’t stop there, we strive to better reflect and serve the communities in which we live and work, and advocate for greater opportunity for all.

Equal Opportunity Employer

S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment.

If you need an accommodation during the application process due to a disability, please send an email to:  EEO.Compliance@spglobal.com  and your request will be forwarded to the appropriate person. 

US Candidates Only: The EEO is the Law Poster http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf   describes discrimination protections under federal law.

20 - Professional (EEO-2 Job Categories-United States of America), ANLYTC202.2 - Middle Professional Tier II (EEO Job Group)

Job ID: 296459

Posted On: 2024-08-01

Location: Hyderabad, Telangana, India