VoC Specialist

Unum Group • Chattanooga, TN

15h • Hybrid

About The Position

The Voice of Customer (VoC) Strategist ensures customer insights are central to how the organization designs, delivers, and improves experiences. This role defines how customer experience is measured and analyzed, translating qualitative and quantitative feedback into clear metrics and actionable recommendations that guide priorities and investment decisions. Working closely with product, experience design, and business leaders, the VoC Strategist informs experience design, MVP scope, roadmap sequencing, and ongoing performance management, ensuring decisions are grounded in customer needs and aligned to enterprise customer experience standards.

Requirements

• Bachelor’s or Master’s Degree in Business, Market Research, Service Design, Marketing or a related field.
• 7+ years of experience in customer experience, customer success, or related roles.
• Strong qualitative and quantitative research expertise; able to translate findings into actionable recommendations.
• Expertise defining North Star/scorecard CX metrics, including leading and lagging indicators.
• Experience implementing VoC programs in large, complex organizations, including cross-functional stakeholder engagement.
• Familiarity with enterprise VoC tooling and measurement practices (examples include Qualtrics or Medallia).
• Clearly communicates with customers and internal stakeholders (verbal, written, and presentations) and drives alignment.
• Demonstrates empathy and emotional intelligence to understand stakeholder needs and build trust.
• Proven experience analyzing customer data and feedback to identify trends, root causes, and improvement opportunities, and recommends solutions.
• Able to lead cross-functional teams and foster a customer-centric culture across departments.
• Comfortable navigating changing customer expectations, market dynamics, and emerging technologies.

Responsibilities

• Define and operationalize clear customer experience (CX) metrics, including success measures, baselines, and targets, to track progress and inform business decisions
• Design and lead end‑to‑end customer research using qualitative and quantitative methods such as surveys, interviews, and behavioral data analysis
• Translate customer insights into clear, evidence‑based recommendations that inform experience improvements, process changes, product scope, and prioritization
• Build closed‑loop feedback processes that ensure customer input drives issue resolution, product iteration, and performance tracking
• Monitor CX trends, identify root causes of changes in customer metrics, and provide insights to inform roadmap planning and ongoing experience optimization
• Responsible for the development of presentation documents for company and enterprise leadership.

Benefits

• Health, Vision, Dental
• Short & Long-Term Disability
• Generous PTO (including paid time to volunteer!)
• Up to 9.5% 401(k) employer contribution
• Mental health support
• Career advancement opportunities
• Student loan repayment options
• Tuition reimbursement
• Flexible work environments
• healthcare benefits (health, vision, dental)
• insurance benefits (short & long-term disability)
• performance-based incentive plans
• paid time off
• a 401(k) retirement plan with an employer match up to 5% and an additional 4.5% contribution whether you contribute to the plan or not.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees