1. Role Purpose 

The Voice of the Customer Analyst supports the recurring Voice of the Customer (VoC) operating cycle across relational Net Promoter Score (rNPS), future transactional Net Promoter Score (tNPS), and the selected VoC / NPS platform. The role executes platform-enabled survey operations, supports standard platform administration, monitors platform and data readiness, prepares KPI and dashboard outputs, supports aggregated feedback analysis, and prepares systemic issue evidence for Outer Loop escalation packages. 

The role works within approved business rules, Center of Excellence standards, and platform guardrails. Technical engineering, integrations, source-data ownership, system architecture, security/compliance ownership, advanced configuration, and enterprise reporting architecture remain owned by IT, managed service, vendor, or accountable system owners. 

2. Role Positioning 

• Analyst role supporting VoC platform-enabled execution across rNPS and future tNPS. 

• Executes survey-cycle setup, platform operations, sampling, reporting, and data-quality monitoring within approved business rules. 

• Supports standard platform administration, role-based access updates, platform-native dashboards, scheduled reports, and data extracts. 

• Supports aggregated trend review, systemic pain-point evidence, and Outer Loop escalation package preparation. 

• Does not own Inner Loop execution, customer communication, IT engineering, integrations, source-data ownership, security/compliance ownership, enterprise reporting architecture, or systemic business resolution. 

• Future tNPS responsibilities are subject to approved tNPS process design, trigger logic, survey rules, ownership model, data flows, and reporting requirements. 

3. Core Accountabilities 

• Execute survey deployment setup in the VoC / NPS platform using approved survey rules, contact population logic, templates, and cycle instructions. 

• Build emails and surveys in the platform using approved content, branding, question design, translations, and governance standards; no survey design authority unless explicitly assigned. 

• Support standard platform administration, including approved configuration updates, user management, role-based access updates, and simple workflow / automation maintenance within defined guardrails. 

• Perform day-to-day platform operations required to run recurring rNPS and future tNPS cycles, including operational checks, status monitoring, and issue logging. 

• Perform first-level triage for platform issues, document impact, and escalate technical incidents, workflow defects, performance issues, or configuration gaps to the VoC Operations Lead, IT, vendor, or managed service owner. 

• Execute survey sampling based on approved Center of Excellence (CoE) rules and maintain survey-cycle contact lists within the VoC platform or agreed process boundaries. 

• Perform platform-level data hygiene activities such as deduplication, enrichment, mapping review, and quality exception monitoring where limited to survey-cycle or platform records. 

• Flag source customer, account, contact, legal masking, or master data issues to accountable data or system owners; do not directly own enterprise source data correction. 

• Build, maintain, and validate standard platform-native dashboards, scheduled reports, and extracts based on approved CoE requirements and agreed reporting definitions. 

• Support KPI reporting across rNPS, future tNPS, platform operations, data quality, dashboard readiness, insight quality, action logging, and Outer Loop visibility. 

• Support aggregated feedback review, pain-point identification, systemic issue evidence preparation, and Outer Loop escalation package content for leadership review. 

• Maintain documentation for assigned platform operating procedures, recurring survey execution steps, reporting definitions, known limitations, and data-quality issue handling.