Senior Customer Insights Specialist

About the role

This role is responsible for helping design, implement, and continuously improve Voice of Customer (VoC) programs across the enterprise. Working closely with business partners, this position helps translate customer experience goals into actionable listening programs that capture meaningful feedback and drive business improvements. The role supports a variety of customer listening channels, including surveys, call interactions, digital touchpoints, and emerging AI-enabled experiences. Reporting to the VoC Strategy Lead, this individual will partner with stakeholders across the organization to launch new feedback initiatives, enhance existing programs, and ensure customer insights are effectively translated into action. Success in this role requires strong relationship-building skills, exceptional organization, and the ability to move projects from concept to execution. The ideal candidate combines a passion for understanding customer experiences with practical experience in survey research, customer feedback programs, and cross-functional collaboration.

Responsibilities

• Design, implement, and continuously improve Voice of Customer (VoC) programs across the enterprise.
• Translate customer experience goals into actionable listening programs that capture meaningful feedback and drive business improvements.
• Support a variety of customer listening channels, including surveys, call interactions, digital touchpoints, and emerging AI-enabled experiences.
• Partner with stakeholders across the organization to launch new feedback initiatives, enhance existing programs, and ensure customer insights are effectively translated into action.
• Move projects from concept to execution.

Requirements

• Minimum of 7 years of experience in Customer Experience (CX), Voice of Customer, or Market Research operations.
• Deep technical proficiency in Qualtrics required; comfortable with complex logic, embedded data, and distributions.
• Coding skills: practical working knowledge of or ability to leverage AI assistance to perform JavaScript, HTML, and CSS within a survey context.
• Experience working with automations leveraging SFTP and APIs to build listening within apps and webpages.
• Experience cleaning and managing data sets (Excel, SPSS, R or similar).
• Strong presentation skills; ability to synthesize data into a narrative for leadership.
• Experience applying AI/LLMs to CX initiatives (e.g., text analytics, sentiment analysis).
• Bachelor’s degree in business, marketing, economics or related field required.
• Master’s degree or equivalent in business, market research, statistics, economics or related field a plus.
• Experience with customer experience measurements including