Senior Voice of the Customer Specialist

Munich Re • Hartford, CT

6d

About The Position

This role is responsible for the design, implementation and ongoing optimization of the Voice of Customer (VOC) programs across the enterprise. This role operates at the intersection of customer experience strategy and technical execution, supporting a broad range of omni channel listening posts, including surveys, call recordings, chatbox interactions and AI-enabled customer touchpoints. Reporting to the VoC Strategy Lead, this position contributes to the development of scalable listening frameworks by building new VoC capabilities and enhancing existing programs. The role translates VoC strategy into actionable insights and structured outputs, ensuring alignment with business needs and enabling improvements in customer experience outcomes. This position requires a balance of technical proficiency, analytical capability and stakeholder engagement to support the delivery of reliable, insight-driven customer feedback programs.

Requirements

• Minimum of 7 years of experience in Customer Experience (CX), Voice of Customer, or Market Research operations.
• Deep technical proficiency in Qualtrics, including complex logic, embedded data, and distributions.
• Practical working knowledge of or ability to leverage AI assistance for JavaScript, HTML, and CSS within a survey context.
• Experience working with automations leveraging SFTP and APIs to build listening within apps and webpages.
• Experience cleaning and managing data sets (Excel, SPSS, R or similar).
• Strong presentation skills; ability to synthesize data into a narrative for leadership.
• Experience applying AI/LLMs to CX initiatives (e.g., text analytics, sentiment analysis).
• Bachelors’ degree in business, marketing, economics or related field.
• Experience with customer experience measurements including (NPS, cSAT, CES, trackers).
• Expert skills in Excel, PowerPoint.

Nice To Haves

• Masters’ degree or equivalent in business, market research, statistics, economics or related field.

Responsibilities

• Design, implementation, and ongoing optimization of Voice of Customer (VOC) programs.
• Support a broad range of omni channel listening posts, including surveys, call recordings, chatbox interactions, and AI-enabled customer touchpoints.
• Contribute to the development of scalable listening frameworks by building new VoC capabilities and enhancing existing programs.
• Translate VoC strategy into actionable insights and structured outputs.
• Ensure alignment with business needs and enable improvements in customer experience outcomes.
• Collaborate and consult with internal teams, building and maintaining effective relationships.
• Influence decisions and approaches across diverse teams without formal authority.
• Plan analytical decision making, communication, and project management.
• Create visually engaging, digestible dashboards.
• Develop strong storytelling skills to connect audiences with customer, agent, employee, and end insured experiences.
• Coach non-CX users in basic customer testing methodologies.

Benefits

• Diversity and Inclusion initiatives
• Inclusive culture
• Workforce reflects customers served and communities lived and worked.
• Workplace where colleagues feel respected, valued, and empowered.
• Recruit and develop talent with a focus on providing innovative products and services.
• Equal opportunity employer.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

What This Job Offers

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