About the Company
IBM is a global technology and consulting company that innovates at the intersection of enterprise and technology. With a strong commitment to AI, data analytics, and cloud solutions, we empower businesses worldwide to transform and grow. Our presence in the Research Triangle Park area of North Carolina is a hub for innovation, attracting top talent to solve complex challenges and drive digital transformation for our clients.
Job Description
We are seeking a proactive and detail-oriented WhatsApp Sentiment Analyst to join our Digital Business team. In this role, you will be responsible for monitoring, analyzing, and reporting on customer sentiment expressed through WhatsApp communications. Leveraging advanced analytical tools and your keen understanding of digital interactions, you will provide actionable insights to enhance customer experience, improve product offerings, and inform strategic business decisions. This position requires a blend of technical aptitude, strong analytical skills, and a deep understanding of customer behavior in digital messaging platforms.
Key Responsibilities
- Monitor WhatsApp conversations and other digital channels to identify key themes, trends, and sentiment patterns related to our products and services.
- Utilize natural language processing (NLP) tools and manual review to accurately categorize and quantify sentiment (positive, negative, neutral).
- Develop and maintain comprehensive reports on sentiment analysis findings, including dashboards and presentations for various stakeholders.
- Collaborate with marketing, product development, and customer service teams to translate sentiment insights into actionable strategies.
- Identify emerging issues, customer pain points, and opportunities for improvement based on sentiment data.
- Refine and improve sentiment analysis models and methodologies to enhance accuracy and relevance.
- Stay abreast of industry trends in social media analysis, digital communication, and customer experience.
Required Skills
- Proven experience in sentiment analysis, social listening, or digital analytics.
- Strong understanding of WhatsApp and other popular messaging platforms.
- Proficiency with data analysis tools (e.g., Excel, Google Sheets, SQL).
- Excellent written and verbal communication skills, with the ability to present complex data clearly.
- Analytical mindset with a keen eye for detail and pattern recognition.
- Ability to work independently and collaboratively in a fast-paced environment.
- Bachelor's degree in Marketing, Communications, Data Science, Business, or a related field.
Preferred Qualifications
- Experience with NLP tools and techniques.
- Familiarity with data visualization platforms (e.g., Tableau, Power BI).
- Experience working in a digital business or e-commerce environment.
- Knowledge of multiple languages relevant to global customer interactions.
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision insurance.
- 401(k) matching and retirement planning.
- Paid time off and flexible work arrangements.
- Professional development and career advancement opportunities.
- Employee assistance programs.
- On-site fitness center and wellness programs.
- Access to a vibrant and innovative campus environment.
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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