Looking for a company that inspires passion, courage and creativity, where you can be on the team shaping the future of global commerce? Want to shape how millions of people buy, sell, connect, and share globally? If you’re interested in joining a purpose driven community that is dedicated to crafting an ambitious and inclusive work environment, join eBay!The Role:As a Speech and Text Analyst supporting our Voice of Customer survey program you are key to our Global Customer Experience (GCX) transformation project! You will support our ground-breaking 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 Customer Experience (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.ResponsibilitiesPut the customer at the heart of everything you do to build phenomenal experiences that improve our service offeringBuild speech & text analytics models to support analysis and enable targeted alertingEvaluate customer experiences and recommend solutions for improvementManage text analytics health for all GCX programs ensuring model relevance and new topic buildsSupport our Customer Service Technology team on back end technical updatesServe as an authority for GCX organization on speech & text analyticsPerform in-depth analysis to identify gaps and opportunities and propose impactful enhancementsEnsure compliance with customer and company standardsQualification & SkillsPlus one year experience building and managing speech & text analytics models with tools such as CallMiner, Nexidia, Qualtrics, Clarabridge, NICE, and/or MedalliaOver a year experience managing projects- Project management certification would be advantageousMore than a year of experience in CX using customer data to understand problems, making recommendations, and working multi-functionally to improve the customer experienceTrack record driving CX innovation and initiatives with a view to enhance the customer experience and uplift satisfactionExceptional organizational dexterity – ability to communicate effectively across all levels within the organizationStrong emotional intelligence and skills in leading robust multi-functional relationshipsEffective communicator with written and oral presentations. Demonstrate solid presentation, demonstration, and technical writing skillsMust be able to use deep problem-solving skills to unpack issues/questions and develop relevant solutionsProactively identify and provide solutions to a wide range of sophisticated problems in a thorough and innovative, yet practical mannerInternal drive for continuous self-development and improvementDeep knowledge of eBay and familiarity with buying and selling on eBay’s platform is preferredExperience building surveys within the Qualtrics application and Qualtrics features and functionality would be niceExperience with analytical software (Tableau, MicroStrategy, SQL, eBay’s data warehouse, etc.) would be usefulFluency in German or Spanish in addition to English is a plusLevel of Education: 4-yr degree or equivalent experienceBenefits:Benefits are a crucial part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, eBay offers a variety of comprehensive and competitive benefit programs to meet your needs. Including maternal & paternal leave, paid sabbatical, and plans to help ensure your financial security today and in the years ahead because we know feeling financially secure during your working years and through retirement is important.Here at eBay, we love creating opportunities for others by connecting people from widely a diverse set of backgrounds, perspectives, and geographies. So, being diverse and inclusive isn’t just something we strive for, it is who we are, and part of what we do each and every single day. We want to ensure that as an employee, you feel eBay is a place where, no matter who you are, you feel safe, included, and that you have the opportunity to bring your unique self to work. To learn about eBay’s Diversity & Inclusion click here: https://www.ebayinc.com/company/diversity-inclusion/#LI-JG1eBay Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, veteran status, and disability, or other legally protected status. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talent@ebay.com. We will make every effort to respond to your request for disability assistance as soon as possible. View our accessibility info to learn more about eBay's commitment to ensuring digital accessibility for people with disabilities. For more information see: EEO is the Law Poster and EEO is the Law Poster Supplement.Jobs posted with location as "Remote - United States (Excludes CO, HI, NM)" excludes residents of Colorado, Hawaii and New Mexico. 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