Voice of the Customer Lead

The Voice of Customer Lead manages customer feedback programs, analyzes customer insights, and translates findings into actionable recommendations that improve customer experiences and business outcomes. Job Responsibilities Manage VOC programs; Analyze survey and feedback data; Identify trends; Create executive reports; Partner with stakeholders to implement improvements. Reviews and analyzes CX/UW data to measure impact of current processes and makes recommendations for change. Maintain confidentiality regarding internal practices and procedures. Abide by all company or department policies. Perform other duties as assigned by management. Job Qualifications Formal Education and Certification: 4-year degree preferred. Knowledge and Experience: 5+ years of customer experience, research, analytics, or related experience; strong data interpretation and presentation skills. Preferred Knowledge and Experience: Survey platform expertise; advanced analytics experience; customer journey mapping knowledge. Skills and Competencies Customer advocacy, analytics, storytelling, collaboration, strategic thinking. Proficient understanding of departmental/company quality assurance standards. Team Oriented to work closely with others in the department and across the organization. Bi-lingual (English and Spanish) preferred. Performance Expectations Deliver actionable customer insights; improve customer satisfaction metrics; support decision-making through reliable analysis. We strive for excellence in how we serve our policy holders and agents, and have since we opened our doors in 1998. We believe in creating a culture where all associates have a chance to learn and grow. We also take part in directing 5% of our earnings to fight homelessness, which gives hope with every policy purchased. We're grateful for the team we've created and the values we stand behind. We've pledged to be direct, results driven, and dedicated to the success of our business and each other. #J-18808-Ljbffr AAMGA AssuranceAmerica Managing General Agency, LLC