Voice of the Customer Intelligence (VOC) Manager, Customer Experience and Engagement
Core
Lead Voice of Customer (VOC) research and analytics to drive program and product decisions for the employee travel and events journey.
Role type
Manager, Customer Experience and Engagement (IC)
Builds
Scalable reporting frameworks, dashboards, and automated reporting pipelines integrating survey feedback with behavioral signals.
Domain
Real Estate / Customer Experience / Data Analytics
Deliverable
production ML models | dashboards & analysis
Required skills
Survey design and programming, Data modeling, Behavioral analytics, Generative AI and NLP analysis, BI tooling, Predictive and prescriptive analytics, Stakeholder intake and consultative communication
Preferred skills
Matrixed organization experience, AI-powered analytics familiarity, Journey-based analytics, Systems thinking
Technologies
Qualtrics, Medallia, Amazon Pulse, Amazon QuickSight, Tableau
Responsibilities
Design and deploy research programs using enterprise survey platforms; Integrate and analyze engagement data across tools and touchpoints; Conduct stakeholder intake sessions to clarify research needs; Build and maintain scorecards and automated reporting pipelines; Monitor key metrics to identify trends and surface emerging signals; Create flexible models for predictive and prescriptive analytics
Seniority
Manager, independent judgment
