Senior VoC (Voice of the Customer) Analyst

Principal Financial Group • Des Moines, IA

4d

About The Position

The Senior VoC Analyst joins Principal’s Customer Insights Activation Team and provides strategic support for developing customer experiences, translating the vision into tangible business goals and capabilities, and contributing to projects that enhance customer engagement. The role uses customer feedback and data to provide actionable insights that support business growth and strategic decision-making.

The analyst organizes and integrates multiple data sources, identifies patterns and relationships, conducts root cause analysis, and presents findings through clear narratives, reports, presentations, and visualizations. The role also oversees project execution, coordinates cross-functional teams, manages stakeholders, and identifies dependencies and risks to support timely delivery. The position promotes collaboration and engagement among team members and key individuals.

Requirements

• Bachelor's degree or equivalent experience.
• At least 2 years of related customer experience (CX) experience, specifically focused on customer platform feedback management and VoC data analytics.
• At least 2 years of experience working with Qualtrics or a similar survey tool or platform.
• Strong expertise in project and stakeholder management, including cross-functional collaboration to align teams and processes and deliver initiatives successfully and on time.
• Proficiency in synthesizing and aligning diverse data sources, creating compelling visualizations, and delivering insights through impactful storytelling.

Responsibilities

• Analyze and synthesize customer data from multiple sources, identify patterns and relationships, conduct root cause analysis, and summarize actionable insights.
• Translate findings into clear, persuasive stories and visualizations that bring the customer experience to life for stakeholders.
• Communicate complex ideas through written reports, presentations, and storytelling that contribute to meetings and discussions.
• Manage end-to-end project execution, coordinate cross-functional teams, identify dependencies and risks, and optimize resources to ensure timely delivery.
• Use observational skills, intuition, and advanced cognitive abilities to refine insights and inform business strategies.
• Foster collaboration and promote an engaging work environment among team members and key individuals.

Benefits

• Flexible Time Off (FTO) with pay for vacation, personal time, or short-term illness for salaried (exempt) employees; no accrued bank or set number of days.
• Opportunity to participate in a bonus program for non-sales positions.
• Pension eligibility.
• Comprehensive, competitive benefits intended to support employees’ physical, financial, and social well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior