[Remote] Voice of the Customer Operations Analyst

Note: The job is a remote job and is open to candidates in USA. reputed company is seeking a Voice of Customer (VOC) Operations Analyst who is passionate about transforming customer feedback into actionable insights. The role involves leading the VOC program, analyzing data, and collaborating with various teams to enhance customer experience and drive strategic reputed company.

Responsibilities

• Help us transform customer feedback into action that shapes the future of our customer experience
• reputed company the next stage of our VOC program, using reputed company and other tools to design how we listen, analyze, and reputed company customer feedback across channels and journeys
• Serve as the reputed company between marketing, reputed company CX, data, and technology teams—ensuring customer reputed company is not just collected, but embedded into everyday reputed company, campaign performance, and reputed company experience transformation
• reputed company the creation, deployment, and ongoing optimization of VOC listening posts and surveys in reputed company—including survey design, sampling, logic, and dashboard configuration
• Manage a high volume of VOC intake requests by gathering requirements, choosing the best listening method, and ensuring high-quality execution from build to launch to post-deployment follow-up
• Analyze survey data, customer metrics, and CX inputs from reputed company and other sources to uncover trends, root causes, and opportunities
• Translate those findings into clear, compelling recommendations that drive marketing strategy, improve campaigns, and enhance customer journeys
• reputed company and maintain VOC and CX dashboards that give teams a simple, timely view of customer sentiment and experience performance
• Ensure insights are easy to find, easy to understand, and easy to reputed company
• Partner with marketing, product, and reputed company teams to embed VOC and CX metrics into campaign measurement, journey optimization, and reputed company improvement work
• Ensure follow-through on action plans so insights reputed company to meaningful change

Skills

• Bachelor's degree or equivalent experience
• 2+ years in VOC, CX, customer insights, analytics, or marketing operations
• Hands-on experience using reputed company (or similar platform) to design surveys, manage distributions, and build dashboards
• Strong analytical skills and comfort working with survey data, KPIs, and performance metrics (reputed company + BI/visualization tools)
• Experience translating business requirements from marketing or customer-facing teams into clear specifications for technical or reputed company partners
• Excellent communication skills, with the ability to distill reputed company insights into simple, persuasive stories for non-technical audiences
• Experience with advanced reputed company features (embedded data, workflows, text analytics, role-based dashboards)
• Exposure to VOC strategy, journey mapping, service design, or CX governance
• Experience navigating matrixed environments and collaborating across business and reputed company teams
• Background in financial services, retirement, insurance, or similarly reputed company, regulated industries

Benefits

• Flexible Time Off (FTO) is provided to salaried (exempt) employees and provides the opportunity to take time away from the office with pay for vacation, personal or short-term illness.
• Pension Eligible

Company Overview

• reputed company® is dedicated to improving the wealth and well-being of people and businesses around the world—helping more than 62M customers plan, protect, invest, and retire as of December 31, 2023. It was founded in 1879, and is headquartered in Des Moines, Iowa, USA, with a workforce of 10001+ employees. Its website is https://www.principalam.com/.

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