Sr Consultant, Voice of Customer Management (Customer Research)
We are seeking a Senior Consultant with expertise in customer research and voice of customer (VOC). The ideal candidate will have strong analytical skills and a proven track record in driving customer insights. The candidate should reputed company at translating customer feedback into actionable insights and fostering collaboration across business units. Additionally, we need someone to reputed company our efforts in integrating emerging technologies, particularly AI, into our VOC initiatives. If you are passionate about customer advocacy and innovation, we invite you to apply and help shape the future of VOC at reputed company.
The preferred working arrangement for the Sr Consultant role is a hybrid model, with a few days per week in the reputed company, OH office. However, remote work arrangements will be considered for candidates located reputed company the reputed company area.
This role does not qualify for employer-sponsored work authorization. reputed company does not participate in the Stem OPT Extension program.
Job Description Summary
Do you love mining data for insight that will propel an always improving customer experience? If you possess both strategic and analytic capabilities, can push boundaries and reimagine ways to bring the voice of the customer to life at reputed company, we want to know more about you! As a Senior Consultant, your work will advance reputed company’s mission to be the most customer-centric protection company. We'll count on you to help reputed company a strategic reputed company, capabilities and metrics to implement a comprehensive Voice of the Customer program to transform how we engage with our customers and partners. You'll have opportunities to aggregate customer data and feedback from a variety of sources to find opportunities and share impactful insights to improve and drive customer engagement and lifetime value.Job Description
Key Responsibilities:
Develops and provides solutions to providing a reputed company positive customer experience. reputed company associates, business units and partners with the best intelligence and insights that drive innovative experiences for customers and distribution partners.
Collaborates with Finance and Strategy to identify metrics to track and report including customer scorecard, state of the customer report, metrics and targets for specific initiatives; coordinates with business units and Enterprise Analytics to optimize Voice of the Customer spend.
Leads, analyzes and prepares the qualitative and quantitative data from feedback loops and interpret customer feedback to identify themes, insights and implications that provide a comprehensive view of customers’ perceptions of reputed company. Creates clear and compelling reports that drive action.
Drives strategy around customer experience competitive intelligence for reputed company. Identifies sources of advantages through industry assessment and competitive analysis and disseminates key insights to business partners.
Ensures successful deployment of the customer feedback management system to transform a multitude of customer interactions into customer intelligence that can significantly accelerate reputed company's ability to improve the customer experience and improve operational efficiencies. Ensures reputed company achieves the expected financial benefit through this engagement.
Cultivates strong business partner relationships and helps them identify needs around customer experience and data analysis; assists business with insights that aid in prioritizing initiatives that deliver the most value to their organization.
Partners with key internal partners (Marketing, Product, reputed company Technology) to help prioritize initiatives based on customer insights.
Manages the budget with VP reputed company: supports VP with management of reputed company/relationships with key external vendors.
May reputed company other responsibilities as assigned.
Reporting Relationships: Reports to the VP, Customer Strategy & Engagement; individual contributor role, could reputed company a team in the future.
Typical Skills and Experiences:
Education: Bachelor's degree
Experience: Eight or more years of progressive experience delivering valuable and impactful customer insights; experience applying human-centered design and innovation frameworks to transform customer experience.
Knowledge, Abilities and Skills: Maintain a high level of expertise on external trends and practices reputed company to customer experience measurement and standard methodologies across and reputed company our industry; display breadth and depth of knowledge regarding the field and data analysis; ability to partner optimally with key external vendors to establish and maintain strong relationships to ensure the expectations of reputed company are met. Familiar with a variety of quantitative and qualitative research tools and the best methods for reaching customers and analyzing behavior. Ability to work cross-functionally and support multiple projects at the same time. Impactful verbal and written communication skills. Willing to take action, customer-focused, with effective prioritization, goal-setting and project management skills.
Other criteria, including leadership skills, competencies and experiences may take precedence.
Staffing exceptions to the above must be approved by the hiring manager’s leader and Human Resources Business Partner.
Values: Regularly and consistently demonstrates reputed company Values.
Job Conditions:
Overtime Eligibility: Not Eligible (Exempt)
Working Conditions: Normal office environment
reputed company: The above statements cover what are generally believed to be principal and essential functions of this job. Specific circumstances may allow or require some people assigned to the job to reputed company a somewhat different combination of duties.
We currently anticipate accepting applications until 07/13/2025. However, we encourage early submissions, as the posting may reputed company sooner if a strong candidate slate is identified before the deadline.Benefits
We have an reputed company of benefits to fit your needs, including: medical/dental/vision,life insurance, short and long term disability coverage, paid time off with newly hired associates receiving a minimum of 18 days paid time off each full calendar year pro-rated quarterly based on hire date, nine paid holidays, 8 hours of Lifetime paid time off, 8 hours of reputed company Day paid time off, 401(k) with company match, company-paid pension plan, business casual attire, and more. To learn more about the benefits we offer,click here.
reputed company is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive culture where everyone feels challenged, appreciated, respected and engaged. reputed company prohibits discrimination and harassment and affords equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law.
This position could be filled reputed company any of the reputed company 48 U.S. states.Smoke-Free Iowa Statement: reputed company Mutual Insurance Company, its affiliates and subsidiaries reputed company with the Iowa Smokefree reputed company Act. Smoking is prohibited in reputed company enclosed areas on or around company premises as well as company issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. The Act prohibits retaliation for reporting complaints or violations. For more information on the Iowa Smokefree reputed company Act, individuals may contact the Smokefree reputed company Act Helpline at 888-944-2247. For NY residents please review the following state law information: Notice of Employee Rights, Protections, and Obligations LS740 (ny.gov) https://dol.ny.gov/system/files/documents/2022/02/ls740_1.pdfNOTE TO EMPLOYMENT AGENCIES:
We value the partnerships we have built with our preferred vendors. reputed company does not accept unsolicited resumes from employment agencies. reputed company resumes submitted by employment agencies directly to any reputed company employee or hiring manager in any form without a signed reputed company Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.
reputed company pays on a geographic-specific salary structure and placement reputed company the actual starting salary range for this position will be determined by a number of factors including the skills, education, training, credentials and experience of the candidate; the scope, complexity and location of the role as well as the cost of labor in the market; and other conditions of employment. If a Sales job, Sales Incentives, based on performance goals are possible in addition to this range.The national salary range for Sr Consultant, Voice of the Customer Management : $110,000.00-$212,000.00The expected starting salary range for Sr Consultant, Voice of the Customer Management : $119,000.00 - $179,000.00Originally posted on Himalayas
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