VoC Analyst

Description

Job Summary: We are seeking a VoC Analyst with at least 5 years of experience to lead the active listening strategy, transform feedback into actionable insights, and collaborate with multidisciplinary teams to enhance the digital experience. Key Highlights: 1. Leads the active listening strategy and evolution of the customer's voice. 2. Transforms user feedback into actionable insights for continuous improvement. 3. Cross-functional collaboration with Research, Data, Design, and Business teams. DESCRIPTION ### **What we’re looking for…** A professional with at least 5 years of experience as a **VoC (Voice of Customer) Analyst**, to help build and evolve the active listening strategy for digital users and stakeholders. You will be responsible for consolidating feedback from various channels and converting it into actionable insights that drive continuous improvement of digital products and experiences. You will work cross-functionally with **Research, Data, Design, and Business** teams to ensure that the voice of end users is fully integrated into decision-making. High-level **English proficiency** is essential. ### **Specifically, your responsibilities will include:** * Collecting, analyzing, and synthesizing user feedback from multiple channels and sources. * Identifying trends, friction points, and opportunities for improvement in the digital experience. * Defining metrics and tracking mechanisms related to satisfaction and experience. * Preparing reports and actionable recommendations for stakeholders. * Contributing to the development of a customer-centric culture and continuous improvement mindset. ### **To succeed, you’ll need experience in…** * Voice of Customer, Customer Insights, or Experience Analytics programs. * Analytical capability and strategic vision focused on user experience. * Working with both qualitative and quantitative data. * Communication and synthesis skills tailored for multidisciplinary audiences. ### **It would also be great if you…** * Have experience in the pharmaceutical sector or in international corporate environments. * Are familiar with advanced customer voice analytics tools (e.g., feedback management platforms, NLP/text analysis tools, or CRM systems). * Can easily connect qualitative and quantitative data, collaborating closely with the Data team to enrich findings. * Have prior experience in international projects, managing active listening across audiences from diverse countries and cultures. ### **At Garaje, we value people who…** Take pride in their work, give their best, always have fun, are courageous and willing to take risks, learn from mistakes, and love what they do. Our attitude is defined by the passion with which we engage in our projects, the empathy and closeness we show our clients, and our ambition to go beyond what’s merely correct. ### **At Garaje... We are \| We are not:** We are humble and approachable people \[but not subservient or simplistic] We are passionate and expert professionals \[but not overwhelming or pretentious] We are purpose-driven makers \[but not mere executors or gurus] We are courageous and consistent individuals \[but not reckless or irresponsible] We are self-demanding \[but not blockers] ### **And here are the benefits you’ll enjoy:** * **Permanent contract:** We want you to feel part of Garaje and grow with us long-term. * **Flexible working hours:** We offer flexible scheduling so you can adapt your workday to your personal life. You may adjust both your start and end times according to work-life balance needs, team dynamics, and project requirements. In summer, you’ll also enjoy an intensive schedule. * **Health insurance with Adeslas:** Access Garaje’s health insurance plan with tax advantages. You may also include your partner and children. No co-payments, waiting periods, or medical questionnaires. * **Flexible compensation:** Save on IRPF by allocating part of your salary to meal vouchers, transportation, and childcare. * **26 days off:** Enjoy 23 vacation days plus regional holidays. Additionally, you’ll receive 2 extra free days—one at Christmas and one on your birthday—to celebrate special moments. * **Referral incentives:** Bring new clients or employees to Garaje and earn rewards. Be part of our growth! * **Culture of transparency:** We believe in open communication and regularly share the company’s status and goals during our All Hands meetings and newsletters. * **G-Book:** Our oracle. At Garaje, we maintain a Notion-based guide that answers all kinds of questions—from how to request time off and identify team members, to preparing test guides, accessing corporate templates for deliverables, or reviewing reference presentations for similar projects… You’ll never feel lost! * **Frequent events and activities:** We constantly share knowledge and learnings from our projects. Since we enjoy spending time together, we also organize informal events to get to know each other better and have fun as a team. * **€500 professional development bonus:** We support your growth with a €500 bonus to invest in training, language learning, books, or industry events. * **High-growth environment:** Advance your career at Garaje and work within multidisciplinary teams spanning Design, Data, Growth, and Technology—creating impactful experiences, services, and products for major clients such as Vodafone, BBVA, Endesa, Banco Santander, Inditex, Telefónica, Adeslas, Repsol, IKEA, Legálitas, RBI, and Grupo Dani García. Being part of Garaje means having the opportunity to contribute to creating experiences, services, and products with meaningful impact. * You’ll research and understand user and business needs to design and develop digital products and services that delight people—thanks to their strategic relevance, usefulness, flexibility, and accessibility. ### **What happens next?** If this sounds right for you, click “Apply”—we’re eagerly awaiting your application! If your profile matches our needs, we’ll contact you soon to schedule an initial introductory phone call. If you progress further, you’ll likely be asked to complete a brief technical challenge to see you in action, followed by a meeting with someone from our team.