Principal Customer Experience Strategist

UKG

About The Position

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That’s what we do. We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you’ll get flexibility that’s real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters—and so do you. Role Overview: The Voice of the Customer (VoC) Lead ensures customer feedback, sentiment, and insight meaningfully inform how experiences are designed and improved across UKG. This role combines hands-on customer research with cross-channel synthesis. The VoC Lead conducts targeted research and feedback activities where deeper understanding is needed, while also connecting and synthesizing customer insight that already exists across the organization. They translate customer voice into clear, actionable guidance that influences experience strategy and decision-making. This role focuses on building strong, shared practices for applying customer insight, beginning with the experiences where it can have the greatest impact.

Requirements

9+ years of experience in voice of the customer, customer research, experience management, or related roles
Strong qualitative research skills, including interviewing, synthesis, and insight storytelling
Comfort interpreting quantitative data in partnership with analytics teams
Proven ability to translate customer insight into actionable recommendations

Nice To Haves

Experience working cross-functionally with product, CX, and customer-facing teams
Strong communication and storytelling skills
A collaborative, systems-oriented mindset and comfort influencing without direct authority

Responsibilities

Conduct targeted customer research and feedback
Plan and conduct qualitative research such as interviews, surveys, and feedback sessions to address specific experience questions
Design feedback mechanisms to gather customer sentiment at key moments
Validate assumptions and explore emerging themes where existing insight is insufficient
Synthesize customer feedback across channels
Bring together customer feedback from multiple sources, including research, surveys, community engagement, communications, events, and customer-facing teams
Identify themes, patterns, and experience-level insights across touchpoints
Translate fragmented inputs into a coherent view of customer experience
Translate insight into action
Partner with cross-functional teams to apply customer insight to experience and service improvements
Ensure customer sentiment and perspective are considered alongside performance and usage data
Help teams understand what customer feedback means for decisions they are making
Establish shared practices for using customer insight
Improve consistency in how customer feedback is captured, interpreted, and shared
Create lightweight, repeatable approaches for synthesizing qualitative and quantitative insight
Enable teams to reference a shared understanding of customer experience when planning changes
Elevate and close the customer feedback loop
Translate customer insight into clear, compelling narratives that build empathy and understanding across the organization
Act as an internal advocate for the customer perspective in experience, service, and strategy conversations
Partner with content, engagement, and leadership teams to surface customer stories, themes, and signals at the right moments
Ensure customer feedback is communicated back to customers in visible, meaningful ways that demonstrate impact