VOC Insights Manager: Turn Feedback into Strategy

HSAD North America; Englewood Cliffs (NJ); On-site; USD 120,000 - 170,000; Full time

Job summary

HSAD North America is seeking a VOC Insights Manager to lead LG’s Voice of Customer ecosystem. You will transform structured and unstructured feedback into actionable insights that drive CX improvements and business decisions.

The role combines VOC platform ownership (Qualtrics XM Discover), NLP-based categorization, and stakeholder enablement. You will build dashboards, deliver executive summaries, and partner with eCommerce, Marketing, Product, and CX teams to promote self-service analytics.

Qualifications

• Bachelor’s degree from a reputable university.
• 3+ years in a technical, consulting, or client-facing role.
• Self-starter with the ability to manage multiple projects in a fast-paced environment.
• Detail-oriented with strong prioritization skills.
• Experience in Market Research, Business Analysis, Data Analysis and/or Linguistic Studies.
• Experience with text analytics and statistical modeling techniques.
• Strong ability to translate data into clear visuals and dashboards.
• Experience collaborating with operational leaders to identify challenges and opportunity.
• Excellent communication skills, both written and verbal.
• Proven analytical skills with a focus on delivering actionable insights.
• Familiarity with software and front-end development is a plus.

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.
• Ensure consistent tagging, taxonomy, and data governance across sources.
• Develop and maintain NLP-based categorization models and sentiment frameworks.
• Build and refine VOC taxonomies aligned to business use cases.
• Conduct ongoing model tuning, validation, and performance monitoring.
• Implement scalable approaches to model updates and retraining.
• Analyze VOC data to identify experience drivers, root causes, and emerging issues.
• Synthesize structured and unstructured feedback into clear insights.
• Identify patterns and trends to inform CX improvements and prioritization.
• Connect VOC insights with digital performance metrics where relevant.
• Build and maintain VOC dashboards within Qualtrics and related tools.
• Deliver executive-ready summaries and deep-dive analyses.
• Translate complex data into clear, actionable narratives.
• Prepare and deliver recurring and ad hoc business readouts.
• Partner with eCommerce, Marketing, Product, and CX teams to address business needs.
• Provide ongoing advisory support and respond to ad hoc requests.
• Conduct platform demos, training sessions, and enablement workshops.
• Drive adoption of VOC tools through self-service dashboards and best practices.

Skills

Market research

Data analysis

Linguistic studies

Text analytics

Statistical modeling

Data visualization

Stakeholder communication

Project management

Excellent communication

Analytical skills

Front-end basics

Education

Bachelor's degree

Tools

Qualtrics XM Discover

Job description

HSAD North America is seeking a VOC Insights Manager to lead LG’s Voice of Customer ecosystem. You will transform structured and unstructured feedback into actionable insights that drive CX improvements and business decisions.

The role combines VOC platform ownership (Qualtrics XM Discover), NLP-based categorization, and stakeholder enablement. You will build dashboards, deliver executive summaries, and partner with eCommerce, Marketing, Product, and CX teams to promote self-service analytics.