VoC Insights Architect (Hybrid/Remote)

Munich Reinsurance America, Inc; Hartford (CT); Hybrid; USD 110,000 - 140,000; Full time

Job summary

HSB is seeking an experienced Senior Customer Insights Specialist to design, implement, and improve VoC programs in Hartford, CT with hybrid work options. You will partner with stakeholders to translate customer feedback into actionable insights and drive business improvements.

The role requires deep Qualtrics expertise, 7+ years in CX/VoC, and strong storytelling with data. Collaboration across teams and comfort with AI-enabled CX initiatives are essential.

Qualifications

• Minimum 7 years in CX, VoC, or Market Research operations.
• Deep technical proficiency in Qualtrics with complex logic, embedded data, and distributions.
• Practical working knowledge of or ability to leverage AI assistance to perform JavaScript, HTML, and CSS within survey contexts.
• Experience working with automations leveraging SFTP and APIs to build listening within apps and webpages.
• Experience cleaning and managing data sets (Excel, SPSS, R or similar).
• Strong presentation skills; ability to synthesize data into a narrative for leadership.
• Experience applying AI/LLMs to CX initiatives (e.g., text analytics, sentiment analysis).
• Bachelor's degree in business, marketing, economics or related field; Master's a plus.

Responsibilities

• Design, implement, and continuously improve Voice of Customer (VoC) programs across the enterprise.
• Translate customer experience goals into actionable listening initiatives with business partners.
• Launch new feedback initiatives, enhance existing programs, and translate insights into action.
• Synthesize data into compelling narratives for leadership and stakeholders.
• Collaborate with cross-functional teams to drive improvements based on insights.
• Move projects from concept to execution with strong project management.

Skills

VoC Programs

Qualtrics

Data Analysis

Survey Research

Cross-functional Collaboration

AI in CX

JavaScript/HTML/CSS

SFTP/APIs

Education

Bachelor's in Business/Marketing/Economics

Master's in related field (a plus)

Tools

Qualtrics

Excel

SPSS

R

APIs

JavaScript

HTML

CSS

Job description

HSB is seeking an experienced Senior Customer Insights Specialist to design, implement, and improve VoC programs in Hartford, CT with hybrid work options. You will partner with stakeholders to translate customer feedback into actionable insights and drive business improvements.

The role requires deep Qualtrics expertise, 7+ years in CX/VoC, and strong storytelling with data. Collaboration across teams and comfort with AI-enabled CX initiatives are essential.