Voice of the Customer (VoC) Strategist

Job Summary

The Voice of Customer (VoC) Strategist supports Value Streams by embedding customer insights at the center of experience design, delivery, and continuous improvement. This role establishes the framework for measuring and analyzing customer experience, translating feedback into metrics, actionable insights, and strategic recommendations that influence priorities and investment decisions.
Responsibilities

Define and operationalize clear CX metrics, including success measures, baselines, and targets to track progress and inform business decisions.
Design and lead end‑to‑end customer research using qualitative and quantitative methods (surveys, interviews, behavioral data analysis).
Translate customer insights into evidence‑based recommendations that inform experience improvements, process changes, product scope, and prioritization.
Build closed‑loop feedback processes ensuring customer input drives issue resolution, product iteration, and performance tracking.
Monitor CX trends, identify root causes of changes in metrics, and provide insights for roadmap planning and experience optimization.
Develop presentation documents for company and enterprise leadership.
Qualifications

Bachelor’s or Master’s Degree in Business, Market Research, Service Design, Marketing, or related field.
7+ years of experience in customer experience, customer success, or related roles.
Strong qualitative and quantitative research expertise; able to translate findings into actionable recommendations.
Experience defining North Star/scorecard CX metrics, including leading and lagging indicators.
Experience implementing VoC programs in large, complex organizations with cross‑functional stakeholder engagement.
Familiarity with enterprise VoC tooling and measurement practices (e.g., Qualtrics, Medallia).
Excellent communication skills—verbal, written, and presentation—and ability to drive alignment.
Demonstrated empathy and emotional intelligence to understand stakeholder needs and build trust.
Proven ability to analyze customer data and feedback to identify trends, root causes, and improvement opportunities and recommend solutions.
Strong leadership in cross‑functional teams and fostering a customer‑centric culture.
Comfortable navigating changing customer expectations, market dynamics, and emerging technologies.
Benefits

Health, Vision, and Dental coverage
Short‑ and long‑term disability insurance
Generous paid time off, including paid volunteer time
Up to 9.5% 401(k) employer contribution; additional 4.5% if you contribute
Mental health support
Career advancement opportunities
Student loan repayment options
Tuition reimbursement
Flexible work environments
Performance‑based incentive plans
Salary

$89,400.00 – $183,500.00 (based on skill, location, and experience)
Unum is an equal opportunity employer, considering all qualified applicants and employees for hiring, placement, and advancement, without regard to race, color, religion, national origin, age, genetic information, military status, gender, sexual orientation, gender identity or expression, disability, or protected veteran status.

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