Customer Experience Analyst (Voice of the Customer)

About Us

We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead. 

Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today!

• Role Purpose
  
  

The Voice of the Customer Analyst supports the recurring Voice of the Customer (VoC) operating cycle across relational Net Promoter Score (rNPS), future transactional Net Promoter Score (tNPS), and the selected VoC / NPS platform. The role executes platform-enabled survey operations, supports standard platform administration, monitors platform and data readiness, prepares KPI and dashboard outputs, supports aggregated feedback analysis, and prepares systemic issue evidence for Outer Loop escalation packages.

The role works within approved business rules, Center of Excellence standards, and platform guardrails. Technical engineering, integrations, source-data ownership, system architecture, security/compliance ownership, advanced configuration, and enterprise reporting architecture remain owned by IT, managed service, vendor, or accountable system owners.

• Role Positioning
• Analyst role supporting VoC platform-enabled execution across rNPS and future tNPS.
• Executes survey-cycle setup, platform operations, sampling, reporting, and data-quality monitoring within approved business rules.
• Supports standard platform administration, role-based access updates, platform-native dashboards, scheduled reports, and data extracts.
• Supports aggregated trend review, systemic pain-point evidence, and Outer Loop escalation package preparation.
• Does not own Inner Loop execution, customer communication, IT engineering, integrations, source-data ownership, security/compliance ownership, enterprise reporting architecture, or systemic business resolution.
• Future tNPS responsibilities are subject to approved tNPS process design, trigger logic, survey rules, ownership model, data flows, and reporting requirements.
• Core Accountabilities
• Execute survey deployment setup in the VoC / NPS platform using approved survey rules, contact population logic, templates, and cycle instructions.
• Build emails and surveys in the platform using approved content, branding, question design, translations, and governance standards; no survey design authority unless explicitly assigned.
• Support standard platform administration, including approved configuration updates, user management, role-based access updates, and simple workflow / automation maintenance within defined guardrails.
• Perform day-to-day platform operations required to run recurring rNPS and future tNPS cycles, including operational checks, status monitoring, and issue logging.
• Perform first-level triage for platform issues, document impact, and escalate technical incidents, workflow defects, performance issues, or configuration gaps to the VoC Operations Lead, IT, vendor, or managed service owner.
• Execute survey sampling based on approved Center of Excellence (CoE) rules and maintain survey-cycle contact lists within the VoC platform or agreed process boundaries.
• Perform platform-level data hygiene activities such as deduplication, enrichment, mapping review, and quality exception monitoring where limited to survey-cycle or platform records.
• Flag source customer, account, contact, legal masking, or master data issues to accountable data or system owners; do not directly own enterprise source data correction.
• Build, maintain, and validate standard platform-native dashboards, scheduled reports, and extracts based on approved CoE requirements and agreed reporting definitions.
• Support KPI reporting across rNPS, future tNPS, platform operations, data quality, dashboard readiness, insight quality, action logging, and Outer Loop visibility.
• Support aggregated feedback review, pain-point identification, systemic issue evidence preparation, and Outer Loop escalation package content for leadership review.
• Maintain documentation for assigned platform operating procedures, recurring survey execution steps, reporting definitions, known limitations, and data-quality issue handling.
  
  

Our Commitment to Our People

Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That's why everything we do is geared toward a sustainable future—for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial.

Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end-to-end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally.

Flexible and competitive benefits plans offer the right options to meet your individual/family needs. We provide employees with flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave. 

Together, we have the opportunity – and the power – to continue to revolutionize the technology behind air conditioning, heating and refrigeration, and cultivate a better future. Learn more about us and how you can join our team!

Our Commitment to Inclusion & Belonging

At Copeland, we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds, and with diverse perspectives, are embraced and treated fairly to enable a stronger workforce. Our employee resource groups play an important role in culture and community building at Copeland.

Equal Opportunity Employer

Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.