Job Summary
The Senior Voice of the Customer (VoC) Analyst plays a pivotal role in advancing customer experience strategy by serving as the technical lead of the VoC program and transforming complex data into actionable insights. This role is responsible for designing and managing data pipelines, integrating diverse data sources, and delivering high-impact dashboards and reports that inform strategic decision-making. This position requires a blend of technical expertise, analytics thinking, and storytelling to elevate the voice of the customer across the organization.

Job Description

Key Responsibilities/Duties - what you will be doing (top five):

• Design and maintain robust data pipelines to source, clean, and structure large volumes of structured and unstructured data from various internal and external databases and platforms, delivering curated analytic datasets, insightful visualizations, and scalable solutions that support VoC and CX initiatives.
• Lead the evolution of VoC dashboards by integrating diverse data sources and applying advanced data visualization techniques. Deliver interactive dashboards and strategic content such as scorecards, business reviews, and leadership presentations that translate customer insights into meaningful business outcomes.
• Collaborate with the strategic VoC to lead to design and implement effective data collection and research methodologies that support the execution and continuous improvement of the VoC program.
• Deliver regular insight briefs and feedback reports that synthesize key themes and performance metrics for CX and business leaders. Partner with stakeholders to identify data-driven opportunities that enhance customer experience and drive measurable business impact.
• Lead and execute a mix of quantitative and qualitative primary research initiatives. This role may expand to include the development and management of the digital VoC program.
• Contribute to other duties and special projects as assigned, supporting the broader goals of the CX, VoC, and Digital teams.

Qualifications - what you need to perform the job.

Education

• Required (minimum): bachelor's degree in a related field or equivalent experience.
• Preferred: master's degree in business, computer science, finance, economics, psychology, statistics, or related field / coursework.

Experience (minimum years required):

• Required (minimum): 5-7 years of professional experience.
• Preferred: 3-5 years in dedicated business analyst or data analyst role. Research roles in vendor/consultant, agency, or corporate/client-side environments may also be considered. Preferably 2-3 years of VoC experience.

Skill Requirements

• Exceptional written communication skills, with experience in summarizing data, documenting processes, and clearly conveying insights to both technical and non-technical audiences.
• Strong understanding of data warehousing concepts and data integration techniques.
• Proven ability to manage large, complex datasets from multiple sources, including structured and unstructured data.
• Skilled in data visualization and storytelling, with the ability to translate complex findings into clear, action-oriented insights.
• Hands-on experience with internal databases and external VoC platforms (e.g., InMoment, Forsta+,, Qualtrics, Medallia)
• Strong project management skills, with the ability to manage multiple fast-paced initiatives simultaneously, often under tight deadlines.
• Proficiency in the full Microsoft Office Suite (Word, Excel, PowerPoint, etc.).
• Preferred experience with digital feedback tools, including implementation and management, and a working knowledge of web and app development processes and effective collaboration with technical teams.
• Technical proficiency in tools and languages such as Alteryx, Tableau, PowerBI, SPSS and programming languages (JavaScript, Python, HTML, SQL, SAS, etc.)
• Working knowledge in executing the various phases of primary research, including study design, fieldwork, data processing, analysis, insight generation, and reporting.

Working Conditions and Additional Requirements (include special requirements, e.g., lifting, travel):

• Must be able to work under normal office conditions and work from home as required.
• Work may require simultaneous use of a telephone/headset and PC/keyboard and sitting for extended durations.
• May be required to work additional hours beyond standard work schedule.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position. Management retains the discretion to add to or change the duties of the position at any time.

Salary Range
$91,488.80 -$137,233.20

Compensation & Total Rewards Overview

The annual base salary range provided for this position represents a range of salaries for this role and similar roles across the organization. The actual salary for this position will be determined by several factors, including the scope and complexity of the role; the skills, education, training, credentials, and experience of the candidate; as well as internal equity. As part of our comprehensive total rewards program, colleagues are also eligible for variable pay. Eligibility for any bonus, commission, benefits, or any other form of compensation and benefits remains in the Company's sole discretion and may be modified at the Company's sole discretion, consistent with the law.

Point32Health offers their Colleagues a competitive and comprehensive total rewards package which currently includes:

• Medical, dental and vision coverage
• Retirement plans
• Paid time off
• Employer-paid life and disability insurance with additional buy-up coverage options
• Tuition program
• Well-being benefits
• Full suite of benefits to support career development, individual & family health, and financial health

For more details on our total rewards programs, visit https://www.point32health.org/careers/benefits/