VoC Insights Lead - AI-Driven CX & Data Strategy

Munich Reinsurance America, Inc; New York (NY); Hybrid; USD 110,000 - 150,000; Full time

Job summary

HSB is seeking a Senior Customer Insights Specialist to design, implement, and continuously improve Voice of Customer (VoC) programs. You will translate CX goals into actionable listening programs across surveys, calls, and digital touchpoints, partnering with stakeholders to drive business improvements.

You should bring 7+ years in CX/VoC, deep Qualtrics expertise, and strong storytelling and project management skills.

Qualifications

• 7+ years in CX/VoC/Market Research operations.
• Deep proficiency in Qualtrics with complex logic.
• Coding: JavaScript/HTML/CSS within surveys.
• Automation with SFTP/APIs to build listening in apps/webpages.
• Data cleaning/managing with Excel, SPSS, or R.
• Strong presentation and narrative skills for leadership.
• Experience applying AI/LLMs to CX initiatives (e.g., text analytics).
• Bachelor's in business/marketing/economics required; Master's a plus.
• Experience with CX measures (NPS, cSAT, CES, trackers).

Responsibilities

• Design, implement, and improve VoC programs across the enterprise.
• Translate CX goals into actionable listening initiatives.
• Launch new feedback initiatives and enhance existing programs.
• Translate insights into actionable business improvements.
• Collaborate with cross-functional partners and stakeholders.

Skills

Relationship building

Influencing without authority

Project management

Storytelling

Facilitation

Entrepreneurial thinking

Education

Bachelor's in business/marketing/economics

Master's degree (plus)

Tools

Qualtrics

JavaScript/HTML/CSS in survey context

APIs/SFTP integrations

Excel

SPSS/R

Job description

HSB is seeking a Senior Customer Insights Specialist to design, implement, and continuously improve Voice of Customer (VoC) programs. You will translate CX goals into actionable listening programs across surveys, calls, and digital touchpoints, partnering with stakeholders to drive business improvements.

You should bring 7+ years in CX/VoC, deep Qualtrics expertise, and strong storytelling and project management skills.