VOC Insights Manager - Turn Feedback into CX Wins

HSAD North America; Englewood Cliffs (NJ); On-site; USD 110,000 - 160,000; Full time

Job summary

HSAD North America is seeking a VOC Insights Manager to transform consumer feedback into actionable insights that inform LG.com and customer experience initiatives. You will own the VOC ecosystem, including Qualtrics XM Discover, and collaborate with Marketing, Product, and CX teams to drive data-driven decisions.

This role blends data analytics, storytelling, and stakeholder enablement, with dashboards, executive summaries, and self-serve insights to accelerate improvements across digital

Qualifications

• Bachelor’s degree from a reputable university.
• 3+ years in a technical, consulting, or client-facing role.
• Experience in Market Research, Data Analysis and/or Linguistic Studies.
• Experience with text analytics and statistical modeling techniques.
• Strong ability to translate data into clear visuals and dashboards.
• Excellent communication skills, both written and verbal.

Responsibilities

• Configure, manage, and optimize VOC data feeds across digital touchpoints.
• Monitor data flow health, completeness, and accuracy.
• Troubleshoot ingestion issues and coordinate with IT and Qualtrics.
• Develop and maintain NLP-based categorization models and sentiment frameworks.
• Build and refine VOC taxonomies aligned to business use cases.
• Analyze VOC data to identify experience drivers, root causes, and emerging issues.
• Synthesize feedback into clear insights and actionable narratives.
• Build and maintain VOC dashboards within Qualtrics and related tools.
• Deliver executive-ready summaries and deep-dive analyses.
• Engage with eCommerce, Marketing, Product, and CX teams to address business needs.

Skills

NLP analytics

Qualtrics XM Discover

Data visualization

Stakeholder management

CX analytics

Education

Bachelor’s degree

Tools

Qualtrics

Sentiment models

Job description

HSAD North America is seeking a VOC Insights Manager to transform consumer feedback into actionable insights that inform LG.com and customer experience initiatives. You will own the VOC ecosystem, including Qualtrics XM Discover, and collaborate with Marketing, Product, and CX teams to drive data-driven decisions.

This role blends data analytics, storytelling, and stakeholder enablement, with dashboards, executive summaries, and self-serve insights to accelerate improvements across digital