Senior Voice of the Customer Analyst

Job Summary

To enhance customer insights and improve retention strategies, the full-time Senior Voice of the Customer Analyst will design and execute VOC programs, analyze customer segmentation and churn, and deliver actionable insights to senior leadership in a remote work environment.

Key Responsibilities

• Design and manage structured customer interview and survey programs to capture actionable customer sentiment data
• Lead the analysis of customer segmentation and churn, developing frameworks for identifying at-risk accounts
• Deliver executive-facing reports and dashboards that highlight customer insights, trends, and recommended actions

Required Qualifications

• 5+ years of experience in VOC, CX analytics, or customer insights with ownership of programs and outcomes
• Proficient in SQL and CRM data analysis, with survey design expertise (NPS, CSAT, CES)
• Experience in building customer research programs and structured interviews
• Strong executive communication skills, with a background in presenting complex analyses to senior stakeholders
• Familiarity with customer segmentation and cohort analysis tied to retention and growth