VoC Program Architect & Insights Leader

Munich Re Automation Solutions; Hartford (CT); On-site; USD 90,000 - 130,000; Full time

Job summary

The Hartford Steam Boiler, a Munich Re subsidiary, seeks a senior VoC Program Lead to design, implement, and optimize an enterprise feedback system across surveys, calls, and AI-enabled touchpoints. You will translate strategy into actionable insights and build scalable listening frameworks that improve customer experiences.

You will collaborate with diverse teams, craft visually engaging dashboards, and present narratives to leadership while leveraging AI enhancements for CX initiatives.

Qualifications

• 7+ years in CX, VoC, or market research operations.
• Proficient with Qualtrics, including complex logic and embedded data.
• JavaScript, HTML, CSS within survey contexts.
• Experience with automations using SFTP and APIs.
• Data cleaning/management with Excel, SPSS, R or similar.
• Strong presentation skills for leadership audiences.
• Experience applying AI/LLMs to CX initiatives (text analytics).
• Experience with NPS, cSAT, CES, trackers.
• Bachelor's in business/marketing/economics; Master's a plus.

Responsibilities

• Design, implement, and optimize enterprise VoC programs across channels.
• Translate VoC strategy into actionable insights and outputs.
• Develop scalable listening frameworks and new VoC capabilities.
• Collaborate with stakeholders to align with business needs.
• Build and maintain dashboards for leadership and teams.
• Lead cross-functional efforts to improve customer experience outcomes.

Skills

Collaboration & relationship building

Influence without authority

Analytical decision making

Data visualization & dashboards

Storytelling

Coaching of non-CX users

Excel

PowerPoint

Education

Bachelor's degree in business/marketing/economics

Master's degree or equivalent (plus)

Tools

Qualtrics

Job description

The Hartford Steam Boiler, a Munich Re subsidiary, seeks a senior VoC Program Lead to design, implement, and optimize an enterprise feedback system across surveys, calls, and AI-enabled touchpoints. You will translate strategy into actionable insights and build scalable listening frameworks that improve customer experiences.

You will collaborate with diverse teams, craft visually engaging dashboards, and present narratives to leadership while leveraging AI enhancements for CX initiatives.