Voice of the Customer Operations Analyst

Principal Financial Group

8d • $84,600 - $150,000

About The Position

Help us transform customer feedback into action that shapes the future of our customer experience.
We’re looking for a Voice of Customer (VOC) Operations Analyst who is passionate about understanding what customers need—and even more passionate about turning those insights into strategies that matter. In this role, you’ll lead the next stage of our VOC program, using Qualtrics and other tools to design how we listen, analyze, and act on customer feedback across channels and journeys.
You’ll serve as the bridge between marketing, enterprise CX, data, and technology teams—ensuring customer insight is not just collected, but embedded into everyday decisions, campaign performance, and enterprise experience transformation.
What You’ll Do
Design & Evolve Our VOC Listening Strategy
Lead the creation, deployment, and ongoing optimization of VOC.
Manage a high volume of VOC intake requests by gathering requirements, choosing the best listening method, and ensuring high-quality execution from build to launch to post-deployment follow-up.
Turn Data into Clear, Actionable Insight
Analyze survey data, customer metrics, and CX inputs from Qualtrics and other sources to uncover trends, root causes, and opportunities.
Translate those findings into clear, compelling recommendations that drive marketing strategy, improve campaigns, and enhance customer journeys.
Build Insight Tools Leaders Rely On
Develop and maintain VOC and CX dashboards that give teams a simple, timely view of customer sentiment and experience performance.
Bring an AI‑informed mindset to evolving the VOC program by exploring and thoughtfully applying AI‑enabled capabilities to scale insight generation and reduce manual effort.
Partner with data and technology teams to apply these capabilities across VOC workflows, accelerating how customer feedback is synthesized, shared, and translated into action across the enterprise.
Ensure insights are easy to find, easy to understand, and easy to act on.
Drive Alignment Across the Enterprise
Partner with marketing, product, and enterprise teams to embed VOC and CX metrics into campaign measurement, journey optimization, and continuous improvement work.
Ensure follow-through on action plans so insights lead to meaningful change

Requirements

• Bachelor’s degree or equivalent experience
• 4+ years in VOC, CX, customer insights, analytics, or marketing operations
• Hands-on experience with mature VOC programs, including survey design and creation
• Strong analytical skills and comfort working with survey data, KPIs, and performance metrics (Excel + BI/visualization tools)
• Experience translating business requirements from marketing or customer-facing teams into clear specifications for technical or enterprise partners
• Excellent communication skills, with the ability to distill complex insights into simple, persuasive stories for non-technical audiences

Nice To Haves

• Experience with advanced Qualtrics features (embedded data, workflows, text analytics, role-based dashboards)
• Exposure to VOC strategy, journey mapping, service design, or CX governance
• Experience navigating matrixed environments and collaborating across business and enterprise teams
• Background in financial services, retirement, insurance, or similarly complex, regulated industries

Responsibilities

• Lead the creation, deployment, and ongoing optimization of VOC.
• Manage a high volume of VOC intake requests by gathering requirements, choosing the best listening method, and ensuring high-quality execution from build to launch to post-deployment follow-up.
• Analyze survey data, customer metrics, and CX inputs from Qualtrics and other sources to uncover trends, root causes, and opportunities.
• Translate those findings into clear, compelling recommendations that drive marketing strategy, improve campaigns, and enhance customer journeys.
• Develop and maintain VOC and CX dashboards that give teams a simple, timely view of customer sentiment and experience performance.
• Bring an AI‑informed mindset to evolving the VOC program by exploring and thoughtfully applying AI‑enabled capabilities to scale insight generation and reduce manual effort.
• Partner with data and technology teams to apply these capabilities across VOC workflows, accelerating how customer feedback is synthesized, shared, and translated into action across the enterprise.
• Ensure insights are easy to find, easy to understand, and easy to act on.
• Partner with marketing, product, and enterprise teams to embed VOC and CX metrics into campaign measurement, journey optimization, and continuous improvement work.
• Ensure follow-through on action plans so insights lead to meaningful change

Benefits

• Flexible Time Off (FTO) is provided to salaried (exempt) employees and provides the opportunity to take time away from the office with pay for vacation, personal or short-term illness. Employees don’t accrue a bank of time off under FTO and there is no set number of days provided.
• Pension Eligible
• Investment Code of Ethics
• comprehensive, competitive benefit offerings crafted to protect their physical, financial, and social well-being

What This Job Offers

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