About the Company
United Parcel Service (UPS) is a global leader in logistics, offering a broad range of solutions including the transportation of packages and freight, the facilitation of international trade, and the deployment of advanced technology to manage the world of business. With a heritage of innovation and a commitment to customer satisfaction, UPS connects people and businesses across 220 countries and territories. Our dedication to understanding customer needs drives us to constantly evolve our services, and this role is crucial in ensuring our customer voice is heard and acted upon.
Job Description
The UPS Sentiment Guru – Market Research focus, WFH will be a pivotal role in understanding and enhancing customer perception and experience across all UPS touchpoints. This is a 100% remote position. You will be responsible for leading initiatives that capture, analyze, and interpret customer sentiment data from various sources, translating complex findings into actionable insights for product development, service improvement, and strategic marketing. Your expertise will directly influence decision-making and foster a customer-centric culture within UPS.
This role requires a blend of advanced analytical skills, deep market research methodology knowledge, and the ability to communicate compelling narratives from data. You will work cross-functionally with teams in marketing, operations, and product development, serving as the voice of the customer and a strategic advisor. If you are passionate about data-driven insights, possess a keen eye for understanding human emotions from qualitative and quantitative data, and thrive in a remote work environment, we encourage you to apply.
Key Responsibilities
- Design and implement comprehensive market research studies to capture customer sentiment across various UPS services and segments.
- Utilize advanced text analytics, natural language processing (NLP), and statistical methods to analyze unstructured and structured sentiment data.
- Identify emerging trends, pain points, and opportunities from customer feedback channels including surveys, social media, customer service interactions, and online reviews.
- Develop and maintain sentiment measurement frameworks, dashboards, and reporting mechanisms.
- Translate complex sentiment data findings into clear, concise, and actionable recommendations for business stakeholders.
- Collaborate with product, marketing, and operations teams to integrate customer insights into strategic planning and decision-making.
- Stay abreast of industry best practices, tools, and methodologies in sentiment analysis and market research.
- Champion a customer-first mindset throughout the organization through compelling data storytelling.
Required Skills
- Proficiency in market research methodologies, including survey design, qualitative research, and statistical analysis.
- Demonstrated experience with sentiment analysis tools and techniques (e.g., NLP, text mining, machine learning for sentiment).
- Strong analytical skills with the ability to interpret complex data and extract meaningful insights.
- Expertise in data visualization and reporting tools (e.g., Tableau, Power BI).
- Excellent written and verbal communication skills, with the ability to present findings to diverse audiences.
- Experience with statistical software (e.g., R, Python with relevant libraries, SPSS, SAS).
- Ability to work independently and manage multiple projects in a remote environment.
Preferred Qualifications
- Master's degree in Marketing, Market Research, Data Science, Statistics, Psychology, or a related field.
- Experience in the logistics or e-commerce industry.
- Familiarity with CX (Customer Experience) platforms and strategies.
- Proven track record of influencing business decisions through data-driven insights.
- Experience with large-scale data sets and cloud-based analytical environments.
Perks & Benefits
- Comprehensive health, dental, and vision insurance.
- Generous paid time off and holidays.
- 401(k) retirement plan with company match.
- Flexible work environment with 100% remote flexibility.
- Opportunities for professional development and continuous learning.
- Employee discount programs on UPS services and various products.
- A supportive and collaborative team culture.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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