Sr. Voice of the Customer Analyst

Pacific Life • Newport Beach, CA

3d • Onsite

About The Position

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own. We’re actively seeking a talented Sr. Voice of Customer (VoC) Analyst to join our Customer Measurement and Insights Team in Newport Beach, CA. As the Sr. Voice of Customer Analyst you’ll move Pacific Life, and your career, forward by supporting the team that prioritizes customer advocacy at Pacific Life. This person will partner with a peer Sr. VoC Analyst to assist the Director, Customer Measurement & Insights and team with customer listening execution and feedback analysis. You will fill a role that sits on a team of 7-8 people in the Consumer Markets division. Your colleagues will include professionals in Voice of the Customer (VoC) Program Management, Customer Analytics & Insights, Insights Enablement and Experience Management Platform Operations.

Requirements

• 4+ years of experience in Customer Experience (CX) or Voice of Customer (VoC) programs.
• 4 Year Degree
• Survey setup and delivery, using website and email as channels, requiring a knowledge of technical field-mapping, audience management, and email build and delivery.
• Salesforce Marketing Cloud, Medallia Experience Management Platform, M365 Copilot, SQL, HTML, CSS, and Javascript experience for supporting survey program development.
• Survey design and sampling methodology
• NPS, CSAT, CES, and other metric analysis
• CX maturity modeling and benchmarking
• Closed-loop feedback facilitation

Nice To Haves

• 4+ years of Life Insurance and Annuities highly preferred
• Able to collaborate with team members and leadership; effective influencing and negotiating skills.
• Strong work planning, organization, and management skills; attention to detail; problem-solving to maintain target date delivery.
• Must be a self-starter, well-organized, effectively manage time, and adapt rapidly to new developments and changing priorities.

Responsibilities

• Support the end-to-end design and execution of the VoC program across key touchpoints and customer segments.
• Maintain a consistent approach to NPS, CSAT, CES, and other experience metrics.
• Enable feedback flows across channels ensuring listening is actionable, timely, and intentional.
• Conduct recurring analyses of customer feedback to derive actionable insights and present findings to key business partners.

Benefits

• Medical
• Dental
• Vision
• Wellbeing Reimbursement Account
• Paid Time Off
• Holiday Schedules
• Financial Planning Time Off
• Paid Parental Leave
• Adoption Assistance Program
• Competitive 401k savings plan with company match and an additional contribution regardless of participation

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Associate degree