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Join a team of passionate thinkers, innovators, and dreamers — and help us connect people and build communities to create economic opportunity for all.

About the Role and the Team

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.

What you will accomplish

• 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

What you will bring

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

Core Skills & Experience

• 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.

• Fluency in German and English. Proficiency with Spanish, French, or Italian is a plus.

Additional Considerations

• 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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