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Our Global Customer Experience (GCX) team is embarking on a journey to deliver the next level of service. We ultimately plan to evolve the customer experience, to help our customers and solve their needs in the quickest, simplest, the easiest way possible. The Speech and Text Analyst plays a significant role in this evolution journey.

The Role - Fluency in German and English required.

As a speech & text analyst supporting our Service Insights program, you are key to our GCX transformation project! You will support our transformational project to understand what is driving customer contacts, effort, and satisfaction. We will be making recommendations on process, policy, and product changes that improve the customer journey. You will design and build speech/ text analytics models from multiple data sources such as chats, phone calls, email, and surveys. You will implement CX processes, tools, and measurement systems that drive customer centricity as well as employee engagement. You will work with partners to understand their goals and use speech/text analytics to identify key problems as well as enable closed loop feedback processes.

To be successful in this role, you should provide a strategic perspective, possess a focused, analytical mind, with the ability to connect the dots and identify the big picture. You have an unwavering advocacy for the customers we serve.

Responsibilities

• Fluency in German and English required.

• Build speech/text analytics models in German and English 

• Lead and take part in analysis projects including light analytics & statistical analysis

• Evaluate customer experiences and recommend solutions for improvement

• Manage speech/text analytics model health for all GCX programs

• Support our CS tech partners on back end technical updates

• Serve as a subject matter expert for GCX organization on speech/text analytics

• Perform in-depth analysis to identify gaps and opportunities and propose impactful enhancements

• Ensure compliance with customer and company standards

Qualification & Skills

Being in such a dynamic role you will have a blend set of core and adjacent skills.

Core Skills & Proficiencies

• Fluency in German and English required.

• 1-2 years experience building speech analytics models, text analytics models, or similar technologies (including CallMiner, NICE, Nexidia, XM Discover, etc.)

• 1-2 years experience in CX using customer data to understand problems, making recommendations, and working cross functionally to improve the customer experience.

• Track record driving CX innovation and initiatives with a view to enhance the customer experience and uplift satisfaction.

• Proficiency with Spanish, French, or Italian is a plus.

Additional Considerations

• Fluency in German and English required.

• Experience managing projects. Project management certification is a plus.

• Deep knowledge of eBay and familiarity with buying and selling on eBay’s platform.

• Organizational dexterity – ability to interact across all levels within the organization.

• Strong emotional intelligence and skills in leading robust cross-functional relationships.

• Effective communicator with written and oral presentations. Demonstrate solid presentation, demonstration, and technical writing skills.

• Must be able to use deep problem-solving skills to unpack issues/questions and develop relevant solutions.

• Experience with analytical software (Tableau, SQL (Teradata), data warehouse, etc.) is a plus.

• Level of Education: 4-yr degree or equivalent experience.

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eBay is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you have a need that requires accommodation, please contact us at [email protected]. We will make every effort to respond to your request for accommodation as soon as possible. View our accessibility statement to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities.

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