Voice of the Customer Senior Analyst (f/m/d)
Berlin, Berlin, Germany

About the opportunity

Contentful is deeply curious about our Customers. We continually listen to customer feedback and integrate Voice of Customer back into our service and product solutions. We’re looking for an experienced Voice of the Customer Senior Analyst surfacing customer feedback across different experiences, measuring the effectiveness of our ability to deliver or experiential improvement, and providing recommendations through an efficient closed-feedback-loop with key stakeholders.This position will report to the Director of Research and be responsible for leading VoC initiatives for Product Development supporting a variety of teams, by bringing and organizing knowledge in alignment with our Product strategy.

Contentful is a customer-centric product company that’s passionate and opinionated about content management and delivery within digital teams. Help us understand our customers even better as we grow by fostering insights about our customers!

What to expect?

  • Lead VoC initiatives for Product Development
  • Own VoC surveys across Product Development and related reporting, and NPS and CSAT measurement for the org
  • Own a backlog of experience fixes; prepares snapshots and recommendations for a regular roadmap of product optimization opportunities
  • Identify and investigate opportunities to improve product experience at touchpoints across the customer journey and collaborated with the Customer Experience team
  • Maintain detailed understanding of customer needs for critical journeys and interactions in the ecosystem; document needs in new or existing journey maps
  • Conduct user research
  • Facilitate cross-functional insight reviews with Product Marketing and Customer Experience teams
  • Be responsible for multiple work streams 
  • Communicate openly and frequently to teammates and managers

What you need to be successful?

  • Track record of executing with high attention to detail in a fast-paced, fluid environment
  • Ability to tell compelling stories with data
  • Strong understanding of analytics and analytics tools
  • Experience with survey design and operations
  • Ability to produce executive-level and company-level reports and read-outs
  • Strong critical thinking, influencing, and relationship management skills 
  • Familiarity with Customer Experience and Service Design tools and methodologies, such as journey mapping, Jobs to Be Done framework, HEART Framework, survey approaches
  • Strong communication skills, with a creative and fresh approach to understanding and disseminating insights
  • Experience working concurrently with the Product department
  • Deep understanding of research practices and disciplines

What's in it for you?

  • Join an ambitious tech company reshaping the way people build digital experiences
  • Full-time employees receive Stock Options for the opportunity to share ownership and the success of our company
  • We value Work-Life balance and You Time! A generous amount of paid time off, including vacation days, education days, and volunteer days
  • Access to our Employee Assistance Program (EAP) for information, support, discussion, and counseling for life’s challenges
  • Use your personal education budget to improve your skills and grow in your career. Join a free German class or one of our many internal learning initiatives!
  • Use your physical fitness budget to get away from your desk and support your physical wellness
  • Enjoy a full range of virtual events, including workshops, guest speakers, and fun team activities, supporting learning and networking exchange beyond the usual work duties 
  • A monthly phone/internet stipend and phone upgrade reimbursement after 2 years
  • Plus, Contentful socks! And other amazing swag as part of company events. Oh yeah!

To view more career opportunities, visit https://www.contentful.com/careers/ #LI-MM3

Who are we?

Contentful is the leading content platform that powers digital experiences for over 30% of the Fortune 500 companies and thousands of global brands. Our platform unifies content in a single hub, structures it for use in any digital channel and integrates seamlessly with hundreds of tools through open APIs. It lets developers and content creators work in parallel, increasing team efficiency and happiness. Companies such as Shopify, Staples, Atlassian, Electronic Arts, Chanel, Roche, Vodafone use Contentful to build their mobile and web products, voice-controlled apps and more. 

We’re growing rapidly and we have secured over $330 million in funding from top-tier partners such as Tiger Global, Sapphire Ventures, Salesforce Ventures, General Catalyst and Benchmark.

More than 750 people from 70 nations contribute their energy and creativity to Contentful, working from hubs in Berlin, San Francisco, Denver and distributed around the world.

Everyone is welcome here!

“Everyone is welcome here” is a celebrated component of our culture. At Contentful, we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences and are proud to be an equal opportunity employer. All qualified applications will receive consideration for employment without regard to race, color, national origin, religion, sexual orientation, gender, gender identity, age, physical [dis]ability, or length of time spent unemployed. We invite you to apply and join us!

If you need reasonable accommodations at any point during the application or interview process, please let your recruiting coordinator know.

Please be aware of scammers who may fraudulently allege to be from Contentful. These types of fraud can be carried out through copycat websites, fake email addresses claiming to be from our company, or social media. We do not ask for your personal information such as bank account numbers, identification numbers, etc through social media or chat-based apps, nor do we request or send money for the purchase of business equipment. If you suspect fraud, please report it to your local authorities, as well as reaching out to us at security@contentful.com with any information you may have.

By clicking “Apply for this job,” I acknowledge that I have read the “Contentful’s Candidate Privacy Notice”, and hereby consent to the collection, processing, use, and storage of my personal information as described therein.

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