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Our mission is to make the world a safer, more secure and sustainable place.
The Role
Leads cross-functional customer experience improvement initiatives by analyzing Voice of Customer feedback, complaints, surveys, operational metrics, and customer journeys. Facilitates root cause analysis, action planning, workshops, and stakeholder alignment; tracks risks, milestones, outcomes, and accountability. Manages complaint responses, documents activities in Salesforce, prepares executive reports, supports customer journey mapping, and ensures compliance with customer feedback and complaint-handling processes.
Summary Generated by Built In
JOB DESCRIPTION
Mobilizes resources across all UL Solutions functions and geographies to proactively identify, prioritize, and resolve customer pain points that impact the delivery of services, customer satisfaction, and loyalty. Leverages Voice of Customer (VoC) insights, complaint data, customer journey analysis, and operational metrics to drive cross-functional customer experience improvement initiatives. Partners with Business Unit, Regional, and Functional Leaders to facilitate root cause analysis, develop action plans, and manage projects that improve customer outcomes and business performance. Serves as a customer advocate by ensuring customer feedback is translated into measurable improvements across processes, systems, and customer touchpoints.
RESPONSIBILITIES
QUALIFICATIONS
Qualifications
#LI-Hybrid
ABOUT US
A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers' product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers' products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.
Mobilizes resources across all UL Solutions functions and geographies to proactively identify, prioritize, and resolve customer pain points that impact the delivery of services, customer satisfaction, and loyalty. Leverages Voice of Customer (VoC) insights, complaint data, customer journey analysis, and operational metrics to drive cross-functional customer experience improvement initiatives. Partners with Business Unit, Regional, and Functional Leaders to facilitate root cause analysis, develop action plans, and manage projects that improve customer outcomes and business performance. Serves as a customer advocate by ensuring customer feedback is translated into measurable improvements across processes, systems, and customer touchpoints.
RESPONSIBILITIES
- Act as a customer experience champion, embedding Voice of Customer insights into business processes, decision-making, and continuous improvement activities.
- Partner with cross-functional teams to identify, prioritize, and address customer experience pain points through structured improvement initiatives.
- Lead customer experience improvement projects from discovery through implementation, ensuring milestones, risks, dependencies, and outcomes are effectively managed.
- Assure that the organization integrates the voice of the customer into improvement, design, and operational activities
- Acts as the primary point of contact for customer complaints submitted through Voice of Customer surveys, customer feedback channels, incoming calls, and emails; responds within established service-level expectations.
- Analyzes customer feedback, complaint trends, survey results, operational data, and journey insights to identify systemic issues and opportunities for improvement.
- Facilitates root cause analysis sessions and works with business stakeholders to develop corrective and preventive actions that address recurring customer issues.
- Documents customer feedback, root causes, actions, project status, and outcomes in Salesforce and applicable reporting systems.
- Develops and manages customer experience action plans, tracking ownership, milestones, deliverables, risks, and business impact measures.
- Partners with Business Units, Regional Teams, and Functional Leaders to drive customer-focused improvements across the end-to-end customer journey.
- Supports customer journey mapping, service blueprinting, and other CX methodologies to identify friction points and improvement opportunities.
- Facilitates cross-functional workshops and stakeholder discussions to build alignment, consensus, and accountability for customer experience improvements.
- Communicates customer feedback, insights, project progress, risks, and outcomes to management and stakeholders through executive-ready reports and presentations.
- Develops monthly and quarterly management reports that measure the effectiveness of customer experience improvements, complaint reduction efforts, and action plan progress.
- Participates in accreditation audits and demonstrates compliance with UL Solutions Customer Complaint Handling and customer feedback management processes.
QUALIFICATIONS
Qualifications
- BA/BS and/or equivalent relevant experience
- CCXP, PMP, Lean Six Sigma, or related certification strongly preferred
- 6+ years' experience in leading cross-functional projects and driving customer experience improvements in a complex environment
- Experience managing multiple stakeholders and influencing outcomes without direct authority
- Detailed knowledge of company policies, practices and procedures that can be applied to positively affect customer engagement
- Strong project management skills, including planning, execution, risk management, stakeholder alignment, and change management
- Understands and can teach CX methodologies and tools, including NPS, CES, VoC programs, customer journey mapping, root cause analysis, and closed-loop feedback systems
- Experience facilitating workshops, action planning sessions, and cross-functional team discussions
- Ability to analyze customer feedback, survey results, operational data, and business metrics to identify trends and drive informed decision-making
- Experience identifying customer pain points and translating insights into measurable improvement initiatives
- Demonstrated ability to drive accountability and follow-through across multiple business functions
- Excellent communication, presentation, and storytelling skills with the ability to tailor messages to executive and operational audiences
- Strong listening and facilitation skills that encourage collaboration and remove barriers to progress
- Exceptional problem-solving, organizational, and critical-thinking abilities
- Experience creating executive presentations, dashboards, status reports, and customer experience performance measurements
- Detailed knowledge of company policies, practices, and procedures that can be leveraged to improve customer engagement and operational effectiveness
- Experience conducting customer journey mapping, process improvement, customer research, and Voice of Customer analysis preferred
#LI-Hybrid
ABOUT US
A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers' product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers' products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.
Skills Required
- BA/BS degree or equivalent relevant experience
- 6+ years of experience leading cross-functional projects and customer experience improvements in a complex environment
- Experience managing multiple stakeholders and influencing outcomes without direct authority
- Knowledge of company policies, practices, and procedures applicable to customer engagement
- Strong project management skills, including planning, execution, risk management, stakeholder alignment, and change management
- Knowledge of CX methodologies and tools, including NPS, CES, Voice of Customer programs, customer journey mapping, root cause analysis, and closed-loop feedback systems
- Experience facilitating workshops, action-planning sessions, and cross-functional discussions
- Ability to analyze customer feedback, survey results, operational data, and business metrics
- Experience translating customer pain points and insights into measurable improvement initiatives
- Ability to drive accountability and follow-through across multiple business functions
- Excellent communication, presentation, and storytelling skills
- Strong listening and facilitation skills
- Exceptional problem-solving, organizational, and critical-thinking abilities
- Experience creating executive presentations, dashboards, status reports, and CX performance measurements
- CCXP, PMP, Lean Six Sigma, or related certification
- Experience with customer journey mapping, process improvement, customer research, and Voice of Customer analysis
What the Team is Saying
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UL Solutions Compensation & Benefits Highlights
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Strong & Reliable Incentives — All employees are eligible for a broad-based annual incentive bonus, and formal plan language references an All Employee Incentive Plan. This companywide structure is consistently presented as a core element of total rewards.
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Retirement Support — U.S. materials describe a meaningful 401(k) match complemented by an additional company contribution after the first year of service. Employer-verified listings also point to protections like disability and life insurance that bolster long-term financial security.
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Healthcare Strength — Health plans offer multiple options (PPO and HDHPs) with the employer covering a substantial share of premiums. Complementary features such as dental, vision, HSA/FSA options, and periodic company contributions to accounts are also noted.
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The Company
What We Do
A global leader in applied safety science, UL Solutions transforms safety, security and sustainability challenges into opportunities for customers in more than 100 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers’ product innovation and business growth. The UL Certification Marks serve as a recognized symbol of trust in our customers’ products and reflect an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.
Why Work With Us
Science is in our DNA; we are endlessly curious and passionate about seeking and speaking the truth. We take delight in knowing that our work makes a meaningful contribution to society, and we are proud that our culture is centered on integrity, collaboration, inclusion and excellence.
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UL Solutions Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Depending on the role we offer hybrid or remote opportunities.
Typical time on-site:
Flexible
