The Voice of Customer Lead manages customer feedback programs, analyzes customer insights, and translates findings into actionable recommendations that improve customer experiences and business outcomes.
Job Responsibilities
- Manage VOC programs; analyze survey and feedback data; identify trends; create executive reports; partner with stakeholders to implement improvements.
- Reviews and analyzes CX/UW data to measure impact of current processes and makes recommendations for change
- Maintain confidentiality regarding internal practices and procedures.
- Abide by all company or department policies
- Perform other duties as assigned by management
Job Qualifications
Formal Education and Certification
4-year degree preferred
Knowledge and Experience
5+ years of customer experience, research, analytics, or related experience; strong data interpretation and presentation skills.
Preferred Knowledge and Experience
Survey platform expertise; advanced analytics experience; customer journey mapping knowledge.
Skills and Competencies
- Customer advocacy, analytics, storytelling, collaboration, strategic thinking.
- Proficient understanding of departmental/company quality assurance standards
- Team Oriented to work closely with others in the department and across the organization.
- Bi-lingual (English and Spanish) preferred
Performance Expectations
Deliver actionable customer insights; improve customer satisfaction metrics; support decision-making through reliable analysis.
Skills Required
- Bachelor's degree (4-year)
- 5+ years of customer experience, research, analytics, or related experience
- Strong data interpretation and presentation skills
- Survey platform expertise
- Advanced analytics experience
- Customer journey mapping knowledge
- Customer advocacy, storytelling, collaboration, strategic thinking
- Proficient understanding of departmental/company quality assurance standards
- Team oriented; able to work closely across the organization
- Bilingual (English and Spanish)
What We Do
Founded in 1998, AssuranceAmerica provides basic, low limits property and casualty insurance coverage to the private automobile segment through a network of over 4,000 highly professional independent agents.
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