Permanent (Full-time) This position is Hybrid Ref. 17807 Customer Sentiment Manager Purpose of the role You will be part of the Customer Success Engineering Team, a driving gear of ESI's Customer Success organization. This position focuses on development, implementation, and execution of our customer sentiment surveys and insights. You will represent the voice of the customer and will be a driving force to derive actions from NPS or CSAT survey results, helping ESI to achieve its set targets on customer sentiment and prioritizing efforts. Main responsibilities Implement a companywide and harmonized customer sentiment measurement program - including a NPS and CSAT strategy - to capture customer feedback at key "moments that matter". Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders. Analyze customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience. Identify opportunities to improve the customer experience by analyzing data, managing critical voice-of-the-customer findings, and reporting on different customer experience metrics. Provide different stakeholders with survey insights and analysis to develop strategies aiming to improve customer retention and reduce churn. Identify possibilities to implement and apply predictive analytics to forecast customer behavior and provide recommendations to improve customer engagement and retention. Develop, own, and manage recurring analytic and reporting processes. Role qualifications and requirements 3 years of experience in analyst roles, with progressive growth in responsibilities. Degree in business or equivalent experience. Curious and a lifelong learner. Strategic and hands on oriented. Ability to identify and evaluate unmet user needs across prioritized set of customer touchpoints, based on a structured and data-driven framework. Experiences in customer journey analytics including mainly Voice of Customer, NPS and CSAT. In-depth analytical skills, including the ability to leverage critical thinking to evaluate and organize available data into charts, graphs, and tables for purposes of communicating information. Ability to search for, find, collect, analyze, interpret, and evaluate information and communicate findings. Experience in translating analysis into working insights to drive feedback related customer engagements. What we do ESI Group, a part of Keysight Technologies, provides reliable and customized solutions anchored on predictive physics modeling and virtual prototyping expertise. Acting principally in automotive, land transportation, aerospace and defense, and heavy industry, ESI software enables engineers to simulate mechanical designs, smart manufacturing processes, and human-centric workflows to make better decisions earlier in the product lifecycle. Keysight is an S&P 500 company delivering market-leading design, emulation, and test solutions to help engineers develop and deploy faster, with less risk, throughout the entire product lifecycle. Each of us has a responsibility to drive Equality in our communities and workplaces. At ESI, we are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, inclusive benefits, and more. ESI Group is an equal employment opportunity and affirmative action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. ESI Group does not accept unsolicited headhunter and agency resumes. ESI Group will not pay any third-party agency or company that does not have a signed agreement with us. If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.