VOC Program Analyst - (VOC Specialist)

About the role

Acuity is seeking a Voice of Customer Specialist to support Acuity's cross-channel Voice of Customer (VOC) program through the implementation and administration of listening posts and customer feedback programs across key journeys. This role is responsible for executing surveys and feedback workflows, maintaining VOC platforms and processes, and supporting journey measurement, and reporting activities under established VOC frameworks. This role partners with Customer Experience, Customer Research, Strategic Analytics partners, external support vendors, and business stakeholders. A primary responsibility is to ensure consistent and effective collection and organization of customer and agent feedback data.

Responsibilities

• Support VOC program administration and execution, maintaining survey standards, templates, and processes established by the VOC program across listening posts and feedback channels.
• Support the ongoing maintenance and optimization of customer listening programs and VOC workflows.
• Build and field Qualtrics surveys following established survey design standards including survey configuration, sampling coordination, testing, and quality control - for agents, consumers, and customers.
• Support customer and agent feedback workflows, including routing, notifications, follow-up coordination, and maintenance of closed-loop feedback processes.
• Support collection and organization of customer and agent feedback data across key listening channels.
• Support recurring VOC reporting and dashboard updates to help monitor customer and agent experience trends across journeys and touchpoints.
• Prepare summaries, dashboards, and presentation materials to support sharing VOC results and trends with stakeholders.
• Partner with Customer Experience and business stakeholders to support VOC program execution and feedback processes.
• Support administration of the Qualtrics platform and coordination with vendor support resources as needed.
• Model and reinforce Acuity's Common Purpose by promoting customer-focused behaviors in team interactions, decision-making, and cross-functional collaboration.
• Highly regular, predictable attendance.
• Perform other duties as assigned.

Education

Bachelor's degree in Analytics/Business/Marketing or related field preferred.

Experience

• 2+ years of experience in customer experience, survey operations, VOC, market research operations, or related fields.
• 2+ years of experience working within survey platforms (such as Qualtrics, Medallia).
• Basic to intermediate experience supporting VOC or customer feedback programs, including survey implementation, administration, and reporting.

Qualifications

• Experience supporting survey design, CX measurement, and VOC program administration.
• Basic experience with dashboarding and reporting tools.
• Proficient with Qualtrics, customer data platforms, feedback-management tools, and Google Analytics.
• Strong attention to detail and project coordination skills.
• Ability to manage multiple survey programs and timelines simultaneously.
• Skilled at working across client teams including: agile, IT, design, marketing, and operations; quick to embrace new tools and processes.
• Experience coordinating customer feedback programs, survey processes, and reporting activities across multiple touchpoints.

Pay

The salary range for this position is $72,000-92,000 annually. This salary range is an estimate, and the actual salary will vary based on applicant's education, experience, knowledge, skills, and abilities.

Benefits

Acuity offers a comprehensive benefits package, including a generous 401(k) contribution, medical, dental, vision, life and disability insurance, paid time off, an Employee Assistance Program, and more. A full description of benefits and eligibility will be provided to candidates during the hiring process.