Voice of the Customer Internship (Management Development Program) Job

  • Company: BJ's Wholesale Club
  • Location: Westborough, Massachusetts
  • Posted: November 18, 2017
  • Reference ID: 21603-en_US

BJ's Wholesale Club was the first retailer to introduce the warehouse club concept in the northeastern United States. Today, we’re a multibillion dollar operation with more than 200 clubs in 16 states from Maine to Florida.

While our Members know us for helping them save up to 25% off grocery prices every day, our Team Members  love us for providing a supportive and engaging workplace that’s committed to developing great talent.

If you’re a motivated and enthusiastic person who enjoys working collaboratively and is committed to providing great service for our Members, we want to hear from you. BJ’s offers a fast-paced, team environment with great training opportunities and competitive salary and benefits packages to help you  succeed.

The Voice of the Customer (Member) Intern will support the voice of the member care team with the collection and analysis of member feedback across multiple touchpoints including app, survey, social and call center channels. This role will be identifying trends and deliver actionable insights to key stakeholders.

The voice of the member team focuses on bringing the voice of the consumer into the organization to ensure their voice is always heard and imbedded in our decision-making processes.

 

Key responsibilities:

  • Support the voice of the member strategy for the digital team and the continual learning model
  • Collect and analyze both quantitative and qualitative data, organizing and continuously monitoring the voice of our customers. Generate feedback, transform feedback into insight and make it accessible and actionable for the organization.
  • Listen, measure and verify member voices to direct priorities and goals. Use both solicited feedback – survey, web intercept, email, SMS and unsolicited feedback – social to listen to the customers.
  • Leverage dashboards and reports that integrate and display information from multiple member voices regardless of source, survey or time
  • Assist customer insight team with launching new member feedback management tools and capabilities

 

Requirements:

  • Rising junior or senior or first year in advanced degree program majoring in Statistics, Market Research, Data Analytics, Information Science, minimum GPA: 3.4
  • Retail experience preferred
  • Experience with both quantitative and qualitative research with knowledge of survey tools
  • Strong presentation and communication skills – written and verbal
  • Analytical mindset – strong analytical and interpretative skills
  • Passionate about data and statistics
  • Process oriented, resourceful, and highly collaborative

BJ's Wholesale Club is committed to a policy of equal employment opportunity for all qualified team members and applicants for employment without regard to race, religion, color, sex, sexual orientation, age, ancestry, national origin, physical and/or mental disability, genetic information, atypical cellular or blood trait, marital and/or familial status, pregnancy, gender identity and expression, military or veteran status, or any other characteristics protected by applicable law.

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