Description

The Voice of Consumer Reporting Specialist reports to the IS Voice of Consumer Lifecycle Manager and works within the Consumer Experience (CX) Voice of Consumer (VoC) team. The role designs, executes, and continuously improves the VoC framework to capture, analyse, and act on feedback from ABB’s global consumer base of roughly 140,000 users. Insights are communicated back to consumers, customers, service owners, process owners, and other stakeholders to close the feedback loop and drive better consumer experiences.

Key responsibilities include providing comprehensive analysis of feedback data, collaborating with stakeholders to ensure correct interpretation and action, and owning feedback analysis activities while defining business requirements for actionable feedback collection. The specialist builds trust‑based relationships through transparent communication, prepares high‑quality reports, dashboards, and visualisations, and contributes to improving VoC reporting standards, methodologies, and tools. They also maintain Qualtrics dashboards for various stakeholder groups and create data‑driven presentation materials for the IS Performance Council.

• Analyze consumer and customer feedback data, translate insights into actionable actions, and follow up with service and process owners.
• Collaborate with stakeholders to ensure correct interpretation and implementation of evaluation results across consumer‑facing IS services.
• Lead feedback analysis activities and define business requirements for actionable feedback collection from employees, external users, and business CIOs.
• Build trust‑based relationships with customers and stakeholders through transparent communication.
• Produce high‑quality reports, dashboards, and visualizations with segmentation, trend analysis, and pain‑point identification.
• Enhance VoC reporting standards, methodologies, and tools for consistent insight quality.
• Create and maintain Qualtrics dashboards delivering actionable VoC results to varied stakeholder groups.
• Prepare data‑driven presentation materials for the IS Performance Council for senior‑management visibility.

Requirements

The ideal candidate has at least three years of experience with analytical and data‑visualisation tools such as Power BI, with Qualtrics or Snowflake expertise considered an advantage, and a minimum of two years of hands‑on data gathering, reporting, validation, and analysis in an enterprise environment. A proven track record of evaluating consumer satisfaction at scale, strong analytical mindset, attention to detail, and interest in AI and emerging technologies is essential. Additional requirements include excellent communication and presentation skills, ITIL 4 Foundation certification, and fluent English for a global, multicultural setting.

• 3+ years experience with analytical/visualization tools (e.g., Power BI); Qualtrics or Snowflake experience a plus.
• Minimum 2 years hands‑on data gathering, reporting, validation, and analysis in an enterprise setting.
• Proven track record evaluating consumer satisfaction at scale and understanding experience drivers.
• Strong analytical mindset, attention to detail, and interest in AI, automation, and emerging technologies.
• Ability to perform advanced analysis and design dashboards supporting business performance metrics.
• Excellent listening, communication, negotiation, and presentation skills; proficient in PowerPoint.
• ITIL 4 Foundation certification.
• Fluent English, written and verbal, for global multicultural environments.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance