Senior Customer Insights Specialist

About the role

Location: Hartford, CT Office (Hybrid) – open to hiring remote with required quarterly/intermittent travel to the Hartford, CT Office. The Senior Customer Insights Specialist helps design, implement, and continuously improve Voice of Customer (VoC) programs across the enterprise, working closely with business partners to 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, the individual partners with stakeholders to launch new feedback initiatives, enhance existing programs, and ensure customer insights are effectively translated into action.

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: surveys, call interactions, digital touchpoints, and emerging AI‑enabled experiences.
• Partner with stakeholders to launch new feedback initiatives and enhance existing programs.
• Ensure customer insights are effectively translated into action.
• Build strong relationships across diverse teams and serve as a trusted partner to business stakeholders.
• Influence decisions and drive progress across organizations without direct authority.
• Manage multiple initiatives simultaneously, moving work from idea to implementation.
• Facilitate discussions, gather requirements, and collaborate with business partners to identify opportunities for improvement.
• Apply entrepreneurial thinking and creative initiative to bring new projects to life.

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.
• Practical working knowledge of (or ability to leverage AI assistance for) JavaScript, HTML, and CSS within a survey context.
• Experience 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 NPS, cSAT, CES, trackers.

Skills

• Proven ability to build strong relationships across diverse teams and serve as a trusted partner to business stakeholders.
• Skilled at influencing decisions and driving progress across organizations without direct authority.
• Strong project management and organizational skills; ability to manage multiple initiatives simultaneously and move work from idea to implementation.
• Experience launching, managing, or supporting customer feedback, Voice of Customer, customer experience, or market research programs.
• Natural storyteller who can help stakeholders understand and connect with the experiences of customers, agents, employees, and end insureds.
• Ability to facilitate discussions, gather requirements, and work collaboratively with business partners to identify opportunities for improvement.
• Demonstrates entrepreneurial thinking and creative initiative in bringing new projects to life.