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Voice of the Customer Operations Analyst
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Job Description
- Req#: 49594
Employer Industry: Financial Services
Why consider this job opportunity:
- Salary up to $150,000 per year
- Opportunity to participate in a bonus program based on performance
- Flexible Time Off (FTO) provided for vacation and personal needs
- Pension eligibility for long-term financial security
- Chance to work in a purpose-led organization focused on employee well-being and development
- Collaborative work environment with opportunities to connect on personal and professional levels
What to Expect (Job Responsibilities):
- Design, deploy, and optimize the Voice of Customer (VOC) listening strategy
- Analyze survey data and customer metrics to uncover trends and actionable insights
- Develop and maintain VOC and CX dashboards for team visibility on customer sentiment
- Partner with marketing, product, and enterprise teams to embed VOC metrics into strategies
- Ensure implementation of action plans that lead to meaningful changes based on insights
What is Required (Qualifications):
- Bachelor's degree or equivalent experience
- Minimum of 2 years in VOC, CX, customer insights, analytics, or marketing operations
- Hands-on experience with VOC programs, including survey design and creation
- Strong analytical skills and proficiency with survey data and performance metrics (Excel + BI tools)
- Excellent communication skills, with the ability to convey complex insights clearly
How to Stand Out (Preferred Qualifications):
- Experience with advanced features of Qualtrics (embedded data, workflows, text analytics)
- Exposure to VOC strategy, journey mapping, service design, or CX governance
- Experience working in matrixed environments and collaborating across teams
- Background in complex, regulated industries such as financial services or insurance
#FinancialServices #CustomerExperience #VoiceOfCustomer #CareerOpportunity #FlexibleTimeOff #LI-Remote
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