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About the role
Key responsibilities & impact- Lead customer experience insights for the Contact Center channel
- Analyze and report survey and experience data, identifying trends, key drivers, and meaningful changes
- Synthesize qualitative and quantitative data into clear, compelling CX narratives
- Identify customer pain points and root causes; quantify business impact
- Deliver actionable and prioritized recommendations to improve customer experiences
- Present insights and performance updates to senior leaders
- Advocate for the customer in cross‑functional discussions and decisions
- Partner closely with business line, analytics, and operations stakeholders
- Stay current on CX and VoC best practices; recommend enhancements to listening, reporting, and measurement
- Participate in and support cross‑functional initiatives and projects
Requirements
What you’ll need- Bachelor’s degree, or equivalent work experience
- Eight to ten years of experience in project management activities
- 5–8 years of Voice of Customer / Customer Experience experience
- Strong ability to synthesize insights from multiple data sources
- Experience presenting insights and influencing stakeholders
- Experience with Qualtrics or similar VoC platforms
- Strong business acumen and analytical skills
- Experience leading or contributing to cross‑functional initiatives
- Data visualization and storytelling experience
- Excellent communication and presentation skills
- Experience in banking, retail, manufacturing, or related industries
- Agile experience
- Proficiency with PowerPoint, Excel, and Word
- Demonstrated leadership skills
- Master’s degree preferred
Benefits
Comp & perks- Healthcare (medical, dental, vision)
- Basic term and optional term life insurance
- Short-term and long-term disability
- Pregnancy disability and parental leave
- 401(k) and employer-funded retirement plan
- Paid vacation (from two to five weeks depending on salary grade and tenure)
- Up to 11 paid holiday opportunities
- Adoption assistance
- Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysiscustomer experienceVoice of Customerdata visualizationstorytellingproject managementAgile
Soft Skills
communicationpresentationleadershipanalytical skillsbusiness acumensynthesizing insightsinfluencing stakeholders