Voice of the Customer Analyst Intern/Co-op Spring 2025

Voice of the Customer Analyst (Co-op Spring 2025)

Introduction

As a Voice of the Customer (VoC) Analyst within the VoC Program under the Product team, you will play a critical role in aggregating, classifying, and interpreting customer feedback to drive actionable insights for the organization while helping grow iRobot’s VoC Program. Your main responsibility will be to consolidate and analyze customer data from various sources, such as customer calls, surveys, customer reviews, social, and other feedback channels (primarily customer calls). You will collaborate to provide valuable insights that contribute to improving customer experience, products, and services while building the bridge between our customers and our internal teams (Product, R&D, UX, Quality, and Customer Care) to support iRobot’s culture of putting customers first.

This role will serve as a subject matter expert, responsible for delivering insights and creating data-driven narratives to highlight customer pain points, sentiments, and needs. By using data analysis and interpretation skills, you contribute to enhancing the overall customer experience and drive continuous improvements in iRobot’s products and services.

We are looking for one full-time intern (40 hours/week) from January – June 2025. 

What You Will Do

• Analyze quantitative and qualitative data from various sources to create compelling problem statements that highlight top customer pain points and identify trends, patterns, and issues.
• Use data analysis tools and techniques to process large datasets effectively.
• Develop data visualizations, charts, and graphs to present data concisely and understandably. 
• Create and present regular presentations to stakeholders on customer pain points and customer experience metrics.
• Deep dive into specific product areas to perform root cause analysis on customer issues and investigate opportunities for improvement across Product, R&D, UX, Quality, and Customer Care. 
• Form concrete recommendations for improvements to strengthen feedback loops between our customers and internal teams. 
• Create & maintain dashboards and other tooling to provide self-service VoC capabilities.
• Track customer experience and product improvement efforts to quantify impact and ensure solutions are meeting customer expectations. 

To Be Successful You Will Have:

• Pursuing a bachelor's or master’s degree in Statistics, Mathematics, Data Science, Analytics, Research or a related field.
• Comfortable working with structured and unstructured data to create visually appealing and digestible reports and dashboards.
• Strong analytical and problem-solving skills, with an aptitude for drawing practical insights from complex data sets to tell a compelling, clear story.
• Proficiency in data analysis tools such as Excel, SQL, or statistical software (e.g., R, Python).
• Experience with data visualization tools (e.g., Tableau) to create compelling reports and dashboards.
• Familiarity with customer feedback platforms and VoC programs is a plus.
• Familiarity with customer support platforms (e.g., Salesforce) is a plus.
• Excellent communication and presentation skills to effectively convey findings to both technical and non-technical stakeholders.
• Detail-oriented, with a commitment to data accuracy and quality.
• Ability to work independently and as part of a team, managing multiple projects and deadlines.