Voice of Customer Specialist

customer experience

Description

Papaya is a global mobile games startup based in TLV, expanding to Warsaw. Papaya has one of the fastest growth rates in the market and millions of players worldwide. Our team is building a unique, innovative tournament platform used by numerous popular games.

We are looking for a Voice of Customer (VOC) Specialist who is responsible for capturing, analyzing, and translating customer feedback and preferences into actionable insights to enhance our products, services, and overall customer experience. This role plays a critical part in aligning our business with the needs and expectations of our customers.

Responsibilities


  • Develop and manage processes for collecting customer feedback through surveys, reviews, and various communication channels.
  • Regularly monitor and alert/respond to customer comments and inquiries.
  • Analyze customer feedback data to identify trends, patterns, and actionable insights.
  • Utilize data analysis tools and software to generate reports and visualize findings.
  • Segment customers based on demographics, behaviors, and preferences to tailor our offerings to specific target groups.
  • Translate customer feedback into recommendations for product development, service improvement, and marketing strategies.
  • Create comprehensive reports and dashboards to communicate customer insights to cross-functional teams and senior management.
  • Monitor and report key performance indicators related to user satisfaction, engagement, retention and revenue.
  • Collaborate with product teams, marketing, and customer support to implement changes based on customer feedback.
  • Measure and report on the effectiveness of these changes.
  • Develop and maintain customer journey maps to visualize the end-to-end customer experience and identify opportunities for improvement.
  • Utilize customer feedback tools and software to streamline data collection and analysis processes.
  • Ensure the accuracy, quality, and integrity of customer feedback data.
  • Collaborate with various teams within the organization to align strategies with customer insights and enhance the customer experience.


Requirements

  • Bachelor's degree in a related field (e.g., Marketing, Business, Customer Experience).
  • Proven experience in a similar role, preferably in a customer-focused industry.
  • proven experience (2+ years) with a VOC Platform.
  • Strong data analysis and reporting skills.
  • Proficiency with data analytics tools and software.
  • Deep understanding of social networks, including Facebook, Instagram, Twitter, Tik Tok, Reddit, and Discord.
  • Excellent communication and presentation skills.
  • Excellent English.
  • Customer-centric mindset and strong empathy for customers.
  • Knowledge of customer feedback and survey tools.
  • Attention to detail and commitment to data accuracy.
  • Proficiency in driving and expediting processes, especially in collaboration with other departments.
  • A passion for mobile gaming and an understanding of the mobile gaming field.