Sr Manager, VOC Insights and Analytics (Hybrid, Webster or Boston)

MAPFRE•Webster, MA

1d•$125,300 - $150,000•Hybrid

About The Position

At Mapfre, we're looking for a strategic, data-driven leader to transform customer feedback, operational data, and behavioral insights into actions that improve customer experience, retention, loyalty, and business performance. As the Senior Manager, Customer Insights & Voice of the Customer Analytics, you'll serve as our customer intelligence leader, helping business leaders understand what customers are experiencing, why it matters, and where opportunities exist to drive meaningful business results. This highly visible role combines advanced analytics, executive storytelling, and people leadership. You'll lead complex analyses, manage and develop a Senior Data Analyst, and help shape the future of Mapfre's customer intelligence and Voice of the Customer programs.

Requirements

7+ years of experience in Customer Insights, Customer Analytics, Voice of Customer (VoC), Business Intelligence, or a related field.
Proven success leading customer insight programs, influencing executive decision-making, and driving measurable business outcomes.
Experience managing analytical talent and developing high-performing teams.
Advanced SQL, Power BI, and Excel skills, with experience analyzing large, complex datasets from multiple sources.
Expertise in dashboard development, executive reporting, and translating data into actionable business recommendations.
Experience with NPS, VoC, customer feedback analytics, segmentation, journey analysis, and customer behavior insights.

Nice To Haves

Python, R, predictive analytics, churn modeling, or retention modeling experience preferred.

Responsibilities

Lead Mapfre's Customer Intelligence and Voice of Customer programs, transforming customer feedback, behavioral, operational, and business data into actionable insights.
Identify customer trends, opportunities, risks, and experience gaps while developing insights that connect customer experience, retention, loyalty, and business performance.
Evolve customer listening programs, including NPS, customer satisfaction, relationship, and journey surveys, into actionable business intelligence.
Analyze customer, operational, behavioral, and survey data using advanced analytical techniques, including segmentation, retention, driver, root cause, and journey analysis.
Develop dashboards, scorecards, reporting frameworks, and analytical models that support business performance and decision-making.
Partner with Data, BI, and Analytics teams to advance Customer 360 capabilities and enterprise customer intelligence strategies.
Translate complex findings into clear recommendations that influence strategic decisions and measurable business outcomes.
Lead executive reporting and develop compelling presentations, insights, and recommendations for senior leadership.
Serve as a trusted advisor by connecting customer insights to business performance, customer experience, and growth opportunities.
Manage and develop a Senior Data Analyst while establishing best practices for analytics, reporting, and insight generation.
Foster a culture of curiosity, innovation, collaboration, and customer-focused decision-making.