VOC (Voice of Customer) Insights Manager

Voice of Customer (VOC) Insights Manager

Job Summary

Join HSAD, supporting LGE, a global leader in innovation and technology, as our VOC Insights Manager! In this dynamic role, you will be at the forefront of transforming consumer feedback into actionable insights that drive our business forward. The VOC Insights Manager is responsible for managing LG's Voice of Customer (VOC) ecosystem—transforming structured and unstructured feedback into actionable insights that improve LG.com and the broader customer experience. This role combines VOC platform ownership (Qualtrics XM Discover), advanced text analytics, and stakeholder enablement to drive adoption of VOC insights across the organization. If you are passionate about leveraging data to influence decision-making and thrive in a fast-paced environment, this is the perfect opportunity for you to make a significant impact at HSAD.

Key Responsibilities

VOC Data Collection & Platform Management

• Configure, manage, and optimize VOC data feeds across digital touchpoints
• Monitor data flow health, completeness, and accuracy
• Troubleshoot ingestion issues and coordinate with IT and Qualtrics
• Ensure consistent tagging, taxonomy, and data governance across sources

Text Analytics & Model Management

• Develop and maintain NLP-based categorization models and sentiment frameworks
• Build and refine VOC taxonomies aligned to business use cases
• Conduct ongoing model tuning, validation, and performance monitoring
• Implement scalable approaches to model updates and retraining

VOC Analysis & Insight Development

• Analyze VOC data to identify experience drivers, root causes, and emerging issues
• Synthesize structured and unstructured feedback into clear insights
• Identify patterns and trends to inform CX improvements and prioritization
• Connect VOC insights with digital performance metrics where relevant

Reporting, Dashboards & Storytelling

• Build and maintain VOC dashboards within Qualtrics and related tools
• Deliver executive-ready summaries and deep-dive analyses
• Translate complex data into clear, actionable narratives
• Prepare and deliver recurring and ad hoc business readouts

Stakeholder Engagement & Enablement

• Partner with eCommerce, Marketing, Product, and CX teams to address business needs
• Provide ongoing advisory support and respond to ad hoc requests
• Conduct platform demos, training sessions, and enablement workshops
• Drive adoption of VOC tools through self-service dashboards and best practices

Capabilities/Qualifications

• Bachelor's degree from a reputable university
• 3+ years in a technical, consulting, or client-facing role
• Self-starter with the ability to manage multiple projects in a fast-paced environment
• Detail-oriented with strong prioritization skills
• Experience in Market Research, Business Analysis, Data Analysis and/or Linguistic Studies
• Experience with text analytics and statistical modeling techniques
• Strong ability to translate data into clear visuals and dashboards
• Experience collaborating with operational leaders to identify challenges and opportunity
• Excellent communication skills, both written and verbal
• Proven analytical skills with a focus on delivering actionable insights
• Familiarity with software and front-end development is a plus