This role is responsible for the design, implementation and ongoing optimization of the Voice of Customer (VOC) programs across the enterprise. This role operates at the intersection of customer experience strategy and technical execution, supporting a broad range of omni channel listening posts, including surveys, call recordings, chatbox interactions and AI-enabled customer touchpoints. Reporting to the VoC Strategy Lead, this position contributes to the development of scalable listening frameworks by building new VoC capabilities and enhancing existing programs. The role translates VoC strategy into actionable insights and structured outputs, ensuring alignment with business needs and enabling improvements in customer experience outcomes. This position requires a balance of technical proficiency, analytical capability and stakeholder engagement to support the delivery of reliable, insight-driven customer feedback programs.
Education and Experience:
- Minimum of 7 years of experience in Customer Experience (CX), Voice of Customer, or Market Research operations.
- Deep technical proficiency in Qualtrics is required. Must be comfortable with complex logic, embedded data, and distributions.
- Coding Skills: Practical working knowledge of or be able to leverage AI assistance to perform JavaScript, HTML, and CSS within a survey context
- Experience working with automations leveraging SFTP and APIs to build listening within apps and webpages
- Experience cleaning and managing data sets (Excel, SPSS, R or similar).
- Strong presentation skills; ability to synthesize data into a narrative for leadership
- Experience applying AI/LLMs to CX initiatives (e.g., text analytics, sentiment analysis).
- Bachelors' degree in business, marketing, economics or related field is required
- Masters' degree or equivalent in business, market research, statistics, economics or related field a plus
- Experience with customer experience measurements including (NPS, cSAT, CES, trackers)
Knowledge and Skills:
- Deep experience in collaborating and consulting internal teams, building and maintaining effective relationships
- Ability to influence decisions and approaches across a diverse set of teams without formal authority.
- Highly skilled in planning analytical decision making, communication and project management
- Highly skilled in creating visually engaging, digestible dashboards
- Strong storytelling skills to bring audiences closer to the experiences of our customers, agents, employees, and/or end insureds
- Coaching of non-CX users in basic customer testing methodologies
- Expert skills in Excel, PowerPoint
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time with or without notice.
