Senior VoC Insights Architect

Munich Re; Hartford (CT); On-site; USD 110,000 - 170,000; Full time

Job summary

The Hartford Steam Boiler, a Munich Re subsidiary, seeks a seasoned VoC leader to design and optimize enterprise-wide Voice of Customer programs. You will bridge CX strategy with technical execution across surveys, call data, chat, and AI touchpoints.

You will translate strategy into actionable insights, synthesize data for leadership, and drive improvements in customer experience outcomes. A strong background in analytics, collaboration, and storytelling is essential.

Qualifications

• Minimum 7 years of experience in CX, VoC, or Market Research operations.
• Proficiency with Qualtrics including complex logic, embedded data, and distributions.
• Experience coding within survey context using JavaScript/HTML/CSS or AI assistance.
• Experience building listening using SFTP and APIs.
• Experience cleaning and managing data sets (Excel, SPSS, R).
• Strong presentation skills; able to synthesize data for leadership.
• Experience applying AI/LLMs to CX initiatives (text analytics, sentiment).
• Bachelor's degree required; master's preferred.
• Experience with CX measurements (NPS, cSAT, CES, trackers).

Responsibilities

• Design, implement, and optimize Voice of Customer programs across the enterprise.
• Support omni-channel listening posts including surveys, call recordings, chats, and AI touchpoints.
• Translate VoC strategy into actionable insights and outputs.
• Coordinate with stakeholders to align with business needs and improve CX outcomes.
• Develop scalable listening frameworks and enhance existing programs.
• Balance technical proficiency, analytics, and stakeholder engagement for reliable insights.

Skills

Qualtrics

JavaScript

HTML

CSS

AI-assisted analysis

APIs

SFTP

Excel

SPSS

R

PowerPoint

Education

Bachelor's degree in business, marketing, economics or related field

Master’s degree or equivalent in business, market research, statistics, economics or related field

Tools

Qualtrics

Excel

PowerPoint

SPSS

R

Job description

The Hartford Steam Boiler, a Munich Re subsidiary, seeks a seasoned VoC leader to design and optimize enterprise-wide Voice of Customer programs. You will bridge CX strategy with technical execution across surveys, call data, chat, and AI touchpoints.

You will translate strategy into actionable insights, synthesize data for leadership, and drive improvements in customer experience outcomes. A strong background in analytics, collaboration, and storytelling is essential.