VOC Insights & Project Manager

QGenda•Atlanta, GA

13h•Hybrid

About The Position

Within our Customer Experience (CX) organization, the Insights & Project Manager (VOC) plays a critical role in transforming raw customer feedback into strategic, data-driven action. This individual will be the primary analytical resource for the Customer Listening team, responsible for the end-to-end data pipeline of our VOC programs. Beyond deep-dive analysis and data storytelling, this role requires strong project management discipline to ensure VOC operations, from survey design and data collection to insight activation, run smoothly and deliver high-quality, actionable results. This role partners closely with the Head of Customer Listening to elevate our VOC programs, strengthen cross-functional alignment, and ensure customer insights drive meaningful business decisions. As a key analytical member of the Customer Listening team within Staff & Business Management (SBM), you will be responsible for providing data expertise, delivering actionable insights, and operationalizing the VOC function.

Requirements

Expert analytical thinker with deep experience using statistical analysis and data modeling to influence business decisions.
Skilled storyteller with the ability to convey complex insights in a clear, compelling, and executive-ready way.
Proven ability to manage complex projects involving multiple stakeholders and data streams, with strong ownership of timelines and deliverables.
Comfortable switching between strategic analytical thinking and hands-on operational/project management execution.
Self-starter who takes initiative, anticipates needs, and acts without waiting to be asked.
Natural relationship builder with empathy for both customer needs and internal partners.
3+ years of experience in Data Analysis, Business Intelligence, VOC, CX, or related data-centric roles.
Demonstrated expertise in data analysis using BI tools, spreadsheets, or statistical software, with a proven ability to handle large datasets.
Demonstrated experience with customer listening programs, survey design, or VOC operations.
Proven experience in project management, coordinating cross-functional efforts and managing the full lifecycle of data-driven projects.
Strong data analysis experience (Qualtrics dashboards, spreadsheets, or other BI tools).
Excellent written, verbal, and interpersonal communication skills.
Comfortable presenting data and insights to stakeholders and executives.

Nice To Haves

Highly Preferred: Experience with Qualtrics (advanced survey design, dashboarding, workflows, and data integration).
Experience with Salesforce or customer-centric data environments.
Experience with healthcare, SaaS, or workforce management preferred but not required.
Proficiency in Google Suite (Slides, Sheets, Docs)

Responsibilities

Translate complex VOC data (NPS, CSAT, CES, open-text feedback, journey insights, etc.) into compelling narratives and actionable recommendations for executive, product, sales, and support leadership.
Design and execute deep-dive statistical analysis to identify root causes of customer pain points and quantify the business impact of customer experience issues.
Build & Enhance VOC Dashboards: Create, maintain, and innovate on Qualtrics dashboards and other BI tools that clearly communicate VOC performance, track key metrics, and drive executive-level decision making.
Lead VOC Project Operations: Oversee the project lifecycle and operational execution for assigned VOC initiatives, coordinating timelines, stakeholders, and deliverables while ensuring data integrity and adherence to VOC best practices.
Assess & Scope New VOC Requests: Evaluate cross-functional data and feedback requests, determine feasibility, develop detailed timelines and project plans, and manage approved projects to completion with minimal oversight.
Survey Strategy & Technical Expertise: Manage survey builds, logic flows, and dashboard configurations within Qualtrics; ensuring data integrity and adherence to best practices in customer experience measurement.
Build trust and credibility with key internal stakeholders; proactively ensure VOC insights are understood, socialized, and embedded into business processes.
Drive alignment, communication, and delivery across multiple VOC workstreams; anticipate risks, remove roadblocks, and ensure smooth execution.

Benefits

Fully company-paid options for medical (both in-person and virtual), dental and vision insurance
Generous paid time off (PTO) policy to enjoy periods of uninterrupted rest and relaxation for a healthy work/life balance
Paid parental leave for birth, adoption or permanent placement
401(k) with company match
Options to work in a hybrid-working model or remotely from home, depending on the position
Annual Costco membership, cell phone stipend, commuter benefits, in-office perks and more

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