Analyst II, Voice of the Customer

I. Job Summary

We are seeking a Voice of Customer (VOC) Business Analyst to join our CE Business Solutions Reporting & Analytics team. In this role, you will transform customer feedback into clear, actionable insights that help the organization understand how our employees, processes, and policies shape the customer experience. You will analyze survey results alongside operational and financial metrics to identify trends, diagnose drivers of customer sentiment, and highlight opportunities to improve satisfaction, efficiency, and business outcomes. This role partners closely with cross-functional teams to ensure customer insights are translated into meaningful action and measurable impact.

II. Essential Duties and Responsibilities
 

• Collect/analyze data and collaborate cross-functionally to translate business goals and objectives into actionable insights that drive business decisions
• Measure success and improvements using KPIs and metrics to track customer feedback trends and identify areas for improvement 
• Continuously analyze and provide feedback to recommend areas of focus to improve the customers’ service experience
• Provide ongoing support, working closely with stakeholders on education of relevant metrics, improvement opportunities and documentation of findings
• Utilize communication and presentation skills to transform data into actionable recommendations and effectively convey findings to stakeholders at all levels

III. Qualifications 

A. Required Qualifications 
 

• Bachelor's Degree (accredited), or in lieu of degree
• High School Diploma or GED (accredited) and 4 years of relevant work experience
• 3 years relevant experience (in addition to education requirement)

B. Preferred Qualifications 
 

• PMI Certification
   

C. Other Knowledge, Skills or Abilities That Contribute to Success Required:

 

• Effective communicator with the ability to lead and influence others.

D. Other Knowledge, Skills or Abilities That Contributed to Success Preferred:

• The ability to navigate ambiguous situations and data with confidence is essential for success in this role
• Experience translating quantitative and qualitative data into actionable recommendations
  Excellent communication and presentation skills, with the ability to effectively convey complex concepts and strategies to stakeholders at all levels
• Maintains focus on end-product
• Utilize a hypothesis-driven approach to problem solving
• Demonstrates adaptability to rapidly changing priorities 
• Proficient in Microsoft applications, including PowerPoint, for creating clear, concise, and convincing presentations using mockups, data, and written context
   

E. Key Competencies
 

• Building Partnerships: Identifying opportunities and taking action to build strategic relationships between one’s area and other areas, teams, departments, units or organizations to help achieve business goals.
• Building Trust: Interacting with others in a way that gives them confidence in one's intentions and those of the organization.
• Decision Making: Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences.
• High-Impact Communication: Clearly and succinctly conveying information and ideas to individuals and groups in a variety of situations; communicating in a focused and compelling way that drives other’s thoughts and actions.
• Planning and Organizing: Establishing courses of action for self and others to ensure that work is completed efficiently.

Pay: The expected base pay range for this position across the U.S. is $77,000 - $112,815. This range represents a good-faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.

In addition, this position is eligible for bonus.

IV. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.☒ Office: This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

V. Benefits 
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site. 

 

If this sounds like the opportunity that you have been looking for, please click Apply.

WM (WM.com) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post‑consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM’s fleet includes more than 12,000 natural gas trucks – the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com.

Equal Employment Opportunity

For United States:  WM is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or any other characteristic protected under applicable federal, state, or local law.

For Canada:  WM is committed to the principle of equal employment for all applicants and employees, without discrimination on the basis of all grounds protected by applicable human rights legislation. Accommodations are available on request for candidates taking part in all aspects of the selection process. Please notify us if you require accommodation.

Real ID

In order to travel by air or access federal property, federal law requires individuals have a REAL ID or an acceptable alternative. This position may require the successful candidate to travel by air for business reasons or service federal property. Accordingly, successful candidates must have, or be willing to obtain, a REAL ID or TSA‑approved alternative.