VoC Analytics Lead — Luxury CX Insights

Fashionphile; Lehi (UT); Hybrid; USD 65,000 - 75,000; Full time

Benefits offered by this job

Medical, Dental and Vision Coverage

FSA options

Paid Time off

401(k) with match

Life Insurance

Long Term Disability

Employee Discount

Job summary

FASHIONPHILE is seeking an experienced VoC Analyst to build and lead our Voice of the Customer program. You will design surveys, sampling, and focus programs and transform client interactions into actionable signals for CX leadership, Marketing, and Operations.

You will own CSAT and NPS measurements across key moments, analyze trends, and drive data-driven recommendations. This role blends CX analytics, qualitative coding, and quantitative storytelling in a hybrid work setting.

Qualifications

• 4+ years in CX analytics, customer research, or a closely related insights role.
• Qualtrics-fluent with dashboard-building, data storytelling, and signal discovery.
• Experience with digital-UX analytics tools (e.g., Quantum Metric) and session replay analysis.

Responsibilities

• Design and continually improve the end-to-end VoC program, from survey design to analysis and reporting.
• Own CSAT and NPS measurement across core journey moments with trend analysis and driver analysis.
• Review session replays to quantify digital friction and surface opportunities.
• Build and maintain client journey maps for Shopper, Seller, and Circular segments.
• Produce monthly CX reports with actionable executive-level insights.

Skills

CX analytics

Qualtrics dashboards

Text IQ

Session replay analysis

Data storytelling

BI tools

Journey mapping

Statistics

Tools

Qualtrics

Text IQ

Quantum Metric

Amazon QuickSight

Tableau

LucidChart

Figma

Job description

FASHIONPHILE is seeking an experienced VoC Analyst to build and lead our Voice of the Customer program. You will design surveys, sampling, and focus programs and transform client interactions into actionable signals for CX leadership, Marketing, and Operations.

You will own CSAT and NPS measurements across key moments, analyze trends, and drive data-driven recommendations. This role blends CX analytics, qualitative coding, and quantitative storytelling in a hybrid work setting.