Voice of Customer Specialist
$72,000–$92,000 year
On-siteSheboygan, Wisconsin, United States
Job Summary
Execute survey design, configuration, and quality control for customer and agent feedback programs across listening posts and channels. Maintain VOC platform workflows, including routing, notifications, and closed-loop feedback processes, while ensuring consistent data collection and organization. Generate recurring dashboards, summaries, and presentation materials to monitor experience trends and share results with stakeholders. Partner with Customer Experience, strategic analytics, and business teams to optimize feedback processes and vendor coordination. Requires 2+ years in survey operations, proficiency with Qualtrics, and strong project coordination skills.
Required Qualifications
- 2+ years of experience in customer experience, survey operations, VOC, market research operations, or related fields
- 2+ years of experience working within survey platforms (such as Qualtrics, Medallia)
- Basic to intermediate experience supporting VOC or customer feedback programs, including survey implementation, administration, and reporting
- Experience supporting survey design, CX measurement, and VOC program administration
- Basic experience with dashboarding and reporting tools
- Proficient with Qualtrics, customer data platforms, feedback-management tools, and Google Analytics
- Strong attention to detail and project coordination skills
- Ability to manage multiple survey programs and timelines simultaneously
- Skilled at working across client teams including: agile, IT, design, marketing, and operations
- Quick to embrace new tools and processes
- Experience coordinating customer feedback programs, survey processes, and reporting activities across multiple touchpoints
- Highly regular, predictable attendance
- This job is classified as exempt
Desired Qualifications
- Bachelor's degree in Analytics/Business/Marketing or related field preferred
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