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Our mission is to make the world a safer, more secure and sustainable place.
The Role
Serve as the main CX champion by managing Voice of Customer feedback, resolving customer complaints, driving cross-functional CX improvements, documenting actions in Salesforce, reporting on initiatives, and partnering with regional leaders to enhance end-to-end customer experience and compliance with complaint-handling SOPs.
Summary Generated by Built In
JOB DESCRIPTION
Mobilizes resources across all UL functions and geographies to proactively address and/or solve any problems that impact the fulfillment of UL services and overall customer satisfaction and loyalty. Holistically addresses actionable insights submitted through the Voice of Customer program as well as resolving all formalized complaints. Partners with various Business Unit & Regional Leaders to identify, set plans, and make recommendations for addressing issues and needs of customers
RESPONSIBILITIES
QUALIFICATIONS
Qualifications
Total Rewards: We understand compensation is an important factor as you consider the next step in your career. The estimated salary range for this position is $73,200 to $97,500 and is based on multiple factors, including job-related knowledge/skills, experience, geographical location, as well as other factors. This position is eligible for annual bonus compensation with a target payout of 10% of the base salary. This position also provides health benefits such as medical, dental and vision; wellness benefits such as mental and financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country. We also provide full-time employees with paid time off including vacation (15 days), holiday including floating holidays (12 days) and sick time off (72 hours).
#LI-Hybrid
Mobilizes resources across all UL functions and geographies to proactively address and/or solve any problems that impact the fulfillment of UL services and overall customer satisfaction and loyalty. Holistically addresses actionable insights submitted through the Voice of Customer program as well as resolving all formalized complaints. Partners with various Business Unit & Regional Leaders to identify, set plans, and make recommendations for addressing issues and needs of customers
RESPONSIBILITIES
- Act as a CX culture champion, embedding VoC insights into company processes and decision-making.
- Partner with internal teams to implement CX enhancements to improve customer experience
- Supports CX improvement projects and initiatives that positively transform the end-to-end experience
- Assures the organization integrates the voice of the customer as part of all design activities
- Acts as the main point of contact for all customer complaints submitted through Voice of Customer surveys, incoming calls, e-mails, and the internal online customer feedback form for various Divisions and Regions. Responds within 24 hours of receipt of the complaint
- Documents customer feedback, root cause, preventative actions, and corrective actions in the Salesforce CRM.
- Investigates and resolves customer grievances including, navigating through a Matrix Organization to identify the appropriate leader to partner with.
- Collaborates with region-based teams to service specific key client needs and/or industry needs, as agreed with the regional directors, general managers, and/or operating units.
- Communicates customer feedback to management and staff.
- Develops monthly and quarterly management reports to provide CX improvement project updates for the Divisions/Regions supported and ad hoc reporting as requested.
- Participates in accreditation audits to demonstrate UL's compliance with the Customer Complaint Handling SOP.
QUALIFICATIONS
Qualifications
- BA/BS and/or equivalent relevant experience
- CCXP strongly preferred
- Proven track record driving positive change in a complex environment
- Understands and can teach CX methods and tools (e.g. NPS, CES, closed-loop systems, mapping)
- Experience facilitating cross-functional team discussions, including well-developed negotiation skills and providing direction while not having direct authority
- Detailed knowledge of company policies, practices and procedures that can be applied to positively affect customer engagement
- Strategic Agility
- Project Management
- Listening Skills - proficiency in active listening skills to broaden understanding, absorb different perspectives and help diffuse perceived obstacles and potential gaps in understanding
- Communicates and collaborates well within and across organizational level
- Exceptional problem solving-skills
- Interpret Data - ability to interpret data and insights to objectively and consistently drive CX objectives
- Customer Journey Mapping - ability to employ data and research to create Customer Journey Maps that help stakeholders "see" where the gaps and opportunities are to increase success
- Fluent in French and English preferred, as the position can be in any UL office the United States and Canada.
Total Rewards: We understand compensation is an important factor as you consider the next step in your career. The estimated salary range for this position is $73,200 to $97,500 and is based on multiple factors, including job-related knowledge/skills, experience, geographical location, as well as other factors. This position is eligible for annual bonus compensation with a target payout of 10% of the base salary. This position also provides health benefits such as medical, dental and vision; wellness benefits such as mental and financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country. We also provide full-time employees with paid time off including vacation (15 days), holiday including floating holidays (12 days) and sick time off (72 hours).
#LI-Hybrid
Skills Required
- BA/BS or equivalent relevant experience
- CCXP certification
- Proven track record driving positive change in complex environments
- Ability to teach and apply CX methods and tools (e.g., NPS, CES, closed-loop systems)
- Experience facilitating cross-functional team discussions and negotiation without direct authority
- Detailed knowledge of company policies, practices, and procedures relevant to customer engagement
- Strategic agility
- Project management skills
- Proficiency in active listening and conflict diffusion
- Strong communication and collaboration across organizational levels
- Exceptional problem-solving skills
- Ability to interpret data and insights to drive CX objectives
- Customer journey mapping skills using data and research
- Fluency in French and English
- Experience using Salesforce CRM for documenting feedback and actions
What the Team is Saying
Jacqueline
Senior Software Sales Executive
Min
Software Product Manager
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Shubhankar
Sr. Data Scientist
Anthony
IT Technical Specialist
Emily
Software Solution Architect
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Ebony
Project Manager
Michael
Senior Director IT, Business Enablement
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UL Solutions Compensation & Benefits Highlights
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Retirement Support — The 401(k) program is portrayed as strong, with a notable employer match and an additional company contribution after the first year that enhances long‑term savings. This structure is consistently highlighted as a differentiator in the total rewards mix.
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Healthcare Strength — Medical coverage is characterized by multiple plan options administered by a major carrier and a substantial employer cost share, alongside dental, vision, and mental‑health/EAP resources. The breadth of choices and supportive programs underscore a comprehensive health offering.
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Leave & Time Off Breadth — PTO with sick time, floating holidays, and dedicated paid volunteer days are emphasized, along with paid parental bonding and family‑care leave. Flexible work arrangements by role further increase the practical utility of time‑off benefits.
UL Solutions Insights
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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
