Senior Voice of the Customer Professional
Core
Senior Voice of the Customer Researcher analyzing customer feedback, survey data, and behavioral signals to identify friction and improve member experience in healthcare.
Role type
Senior Voice of the Customer Researcher
Builds
Actionable insights and recommendations for product roadmaps, experience strategy, and design decisions
Domain
Healthcare / Insurance / Customer Experience
Deliverable
dashboards & analysis
Required skills
Qualtrics, survey design, sentiment analysis, NPS/CSAT/Task Completion metrics, root cause analysis, cross-functional collaboration, executive reporting
Preferred skills
Text analytics, NLP, customer journey mapping, digital product development
Technologies
Qualtrics, analytics platforms
Responsibilities
Design and execute feedback collection programs across channels; analyze structured and unstructured data to identify trends and pain points; monitor experience KPIs over time; translate findings into actionable insights for product and design teams; create stakeholder-ready reports and dashboards; partner with Product, Research, Design, and Analytics to align VOC insights with strategy
Seniority
Senior, hands-on IC
