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Global Analytics Lead, Customer Service

Northridge, California Job ID: 129007 Additional locations: None
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A Career at HARMAN

As a technology leader that is rapidly on the move, HARMAN is filled with people who are focused on making life better. Innovation, inclusivity and teamwork are a part of our DNA. When you add that to the challenges we take on and solve together, you’ll discover that at HARMAN you can grow, make a difference and be proud of the work you do every day.

Additional Work Location(s) ​​​​​:None

About the Role

This position is within Harman’s Lifestyle Audio group, Consumer Division. The Consumer Division is a $3B consumer electronics business and the global Customer Service organization has approximately 700 personnel across 9 regions consisting of internal and external resources. You will be responsible for leading analytics and Voice of the Customer for the Consumer Division and will be responsible for all aspects of contact center reporting, including needs assessment and analytics strategy. You will also be responsible for measuring, analyzing, and generating recommendations to improve Customer Service Operations and end-to-end Customer Experience (including feedback to product development). Responsible for managing, organizing, and presenting online analytics data for monthly reports while establishing key metrics and developing reporting dashboards for analysis. You will be a key member of the Global Customer Service team and will work closely with other functional areas such as Sales, eCommerce, Product Development, Supply Chain, Finance, and IT.


Your Team

You will report to the VP of Global Customer Service within the Consumer Division, and will not have any direct internal reports. However, you will have 7-8 indirect regional reports through our strategic outsourced partner. This combined team will be accountable for customer service reporting globally across all Consumer regions.

What You Will Do

  • As part of the centralized, Global Customer Service team, you will work with regional customer service teams to help build and drive analytics capabilities to align with business objectives and growth projections across all Consumer regions
  • Lead analytics efforts globally, across all consumer regions and drive the creation of standardized metrics, reports, executive dashboards, and delivery methods to support global and regional teams
  • Help drive our newly established Voice of the Customer capability. The goal is to analyze our product review and social media data to understand trends and insights that help us improve our products, processes, and digital capabilities
  • Translate complex data into clear, engaging, and actionable summaries to be shared at all levels across the company by leveraging Salesforce.com and Qlik analytics

What You Need

  • Bachelor’s Degree in Analytics or another related field.
  • Minimum of 5 years analytics experience preferably in customer service and contact center environment.
  • Experience with Voice of the Customer data analysis including the mining of product review and social media content to drive actionable insights.
  • Proven analytical skills, with the ability to summarize and present findings clearly and concisely.
  • Proficiency with CRM and analytics tools such as Salesforce.com, Qlik Analytics, Amazon Connect, Avaya, BazaarVoice, Google Analytics, SAP

What is Nice to Have

  • Goal-oriented self-starter and able to flex to changing business needs and priorities.
  • Ability to maintain a global mindset with a strong collaborative approach with peers and stakeholders.
  • Savvy, quick thinking, and comfortable in a dynamic, fast-moving environment.

What Makes You Eligible

  • Be willing to travel up to 10%, domestic and international travel.
  • Be willing to work in an office in Northridge, CA.
  • Be willing to support a global team spanning many countries, languages and time zones.
  • Able to successfully complete a background investigation and drug screen as a condition of employment.

What We Offer

  • An inclusive and diverse work environment that fosters and encourages career development opportunities.
  • Flexible work schedule with a culture encouraging work-life integration.
  • On-site opportunities to focus on personal well-being and development provided by our Wellness Committee, Volunteer Committee, and Harman Women’s Network
  • Professional developmentopportunities through HARMAN University’s business and leadership academies and extensive course catalog
  • Opportunity to collaborate with talented teams across the world.
  • Access to employee discounts on world-class HARMAN products (JBL, Harman/Kardon, etc.)

#LI-EC1

HARMAN is an Equal Opportunity /Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or Protected Veterans status. HARMAN offers a great work environment, challenging career opportunities, professional training and competitive compensation. (www.harman.com)

HARMAN is an Equal Opportunity /Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or Protected Veterans status. HARMAN offers a great work environment, challenging career opportunities, professional training and competitive compensation. (www.harman.com)

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