Sr Manager, VOC Insights and Analytics (Hybrid, Webster or Boston)

Mapfre; Webster (MA); Hybrid; USD 130,000 - 170,000; Full time

Benefits offered by this job

Health insurance

Retirement plan

Paid time off

Flexible work options

Job summary

MAPFRE is seeking a Senior Manager, Customer Insights & Voice of the Customer Analytics to lead our customer intelligence efforts in a hybrid role based in Webster or Boston.

As Senior Manager, you will oversee Customer Intelligence and VoC analytics, mentor a Senior Data Analyst, and partner with analytics teams to advance Mapfre's enterprise customer intelligence programs and executive storytelling.

Qualifications

• 7+ years of experience in Customer Insights, Customer Analytics, VoC, BI, or related field.
• Experience leading insight programs, influencing executive decisions, and driving measurable outcomes.
• Experience managing analytical talent and developing high-performance teams.

Responsibilities

• Lead customer intelligence and VoC programs, turning feedback and data into insights.
• Identify trends and opportunities linking experience to business performance.
• Evolve listening programs (NPS, CSAT, journeys) into BI insights.
• Analyze data using segmentation, retention, driver, and journey analyses.
• Develop dashboards, scorecards, and reporting frameworks to support decisions.
• Partner with data/analytics teams to advance Customer 360 capabilities.
• Translate findings into clear recommendations for senior leadership.
• Lead executive reporting and compelling storytelling for leadership.

Skills

Advanced SQL

Power BI

Snowflake

Excel

Dashboard development

Executive reporting

VoC analytics

Python

R

Churn modeling

Tools

SQL

Power BI

Snowflake

Excel

Job description

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Sr Manager, VOC Insights and Analytics (Hybrid, Webster or Boston)

Date: Aug 14, 2026

Location: Webster, MA, US

Company: MAPFRE

At Mapfre, we're looking for a strategic, data-driven leader to transform customer feedback, operational data, and behavioral insights into actions that improve customer experience, retention, loyalty, and business performance.

As the Senior Manager, Customer Insights & Voice of the Customer Analytics, you'll serve as our customer intelligence leader, helping business leaders understand what customers are experiencing, why it matters, and where opportunities exist to drive meaningful business results.

This highly visible role combines advanced analytics, executive storytelling, and people leadership. You'll lead complex analyses, manage and develop a Senior Data Analyst, and help shape the future of Mapfre's customer intelligence and Voice of the Customer programs.

What You'll Do

• Lead Mapfre's Customer Intelligence and Voice of Customer programs, transforming customer feedback, behavioral, operational, and business data into actionable insights.
• Identify customer trends, opportunities, risks, and experience gaps while developing insights that connect customer experience, retention, loyalty, and business performance.
• Evolve customer listening programs, including NPS, customer satisfaction, relationship, and journey surveys, into actionable business intelligence.
• Analyze customer, operational, behavioral, and survey data using advanced analytical techniques, including segmentation, retention, driver, root cause, and journey analysis.
• Develop dashboards, scorecards, reporting frameworks, and analytical models that support business performance and decision-making.
• Partner with Data, BI, and Analytics teams to advance Customer 360 capabilities and enterprise customer intelligence strategies.
• Translate complex findings into clear recommendations that influence strategic decisions and measurable business outcomes.
• Lead executive reporting and develop compelling presentations, insights, and recommendations for senior leadership.
• Serve as a trusted advisor by connecting customer insights to business performance, customer experience, and growth opportunities.
• Manage and develop a Senior Data Analyst while establishing best practices for analytics, reporting, and insight generation.
• Foster a culture of curiosity, innovation, collaboration, and customer-focused decision-making.

What You'll Bring

• 7+ years of experience in Customer Insights, Customer Analytics, Voice of Customer (VoC), Business Intelligence, or a related field.
• Proven success leading customer insight programs, influencing executive decision-making, and driving measurable business outcomes.
• Experience managing analytical talent and developing high-performing teams.
• Advanced SQL, Power BI, Snowflake, and Excel skills, with experience analyzing large, complex datasets from multiple sources.
• Expertise in dashboard development, executive reporting, and translating data into actionable business recommendations.
• Experience with NPS, VoC, customer feedback analytics, segmentation, journey analysis, and customer behavior insights.
• Python, R, predictive analytics, churn modeling, or retention modeling experience preferred.

Why Mapfre?

As a global insurance leader with a strong local presence, we offer more than a job — we provide a purpose-driven career where your growth, well-being, and impact truly matter.

Purpose & Culture: Join a company built on trust, collaboration, and inclusion. Our values guide everything we do, creating a workplace where people feel respected and empowered.

Comprehensive Benefits: Enjoy competitive health coverage, retirement plans, paid time off, flexible work options, and lifestyle perks like employee discounts.

Career Growth: Advance your skills through tuition reimbursement, leadership programs, and internal mobility opportunities. Your development is our priority.

Social Responsibility: Contribute to meaningful initiatives through Fundación Mapfre, supporting communities and sustainability worldwide.

Pay Philosophy: The typical starting salary range for this role is determined by several factors including skills, experience, education, certifications, and location. Some roles at Mapfre are eligible for commission and/or bonus earnings, in addition to salary, calculated based upon factors set forth in the compensation plan for the role.

Salary Range: $130,000 - $170,000

We are proud to be an equal opportunity employer.