Voice of Customer Insights Lead

HSAD North America; Englewood Cliffs (NJ); On-site; USD 110,000 - 150,000; Full time

Job summary

HSAD North America, supporting LG, is seeking a VOC Insights Manager to translate consumer feedback into actionable business insights. You will own the VOC ecosystem, manage Qualtrics XM Discover, and apply advanced text analytics to drive improvements in LG.com and overall CX.

You will partner with Ecommerce, Marketing, Product, and CX teams, build dashboards, deliver executive-ready summaries, and enable stakeholders through demos and self-service tools.

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

• VOC data feeds configuration and optimization.
• 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

Analytical thinking

Dashboards

Stakeholder engagement

Communication skills

Multi-project management

Education

Bachelor’s degree

Tools

Qualtrics XM Discover

NLP tools

Job description

HSAD North America, supporting LG, is seeking a VOC Insights Manager to translate consumer feedback into actionable business insights. You will own the VOC ecosystem, manage Qualtrics XM Discover, and apply advanced text analytics to drive improvements in LG.com and overall CX.

You will partner with Ecommerce, Marketing, Product, and CX teams, build dashboards, deliver executive-ready summaries, and enable stakeholders through demos and self-service tools.