Senior VOC Researcher

GEICO is seeking a Voice of the Customer (VOC) Senior VOC Researcher, UX Research. The Senior VOC Researcher role will include managing complex projects that involve both designing the survey questions and bridging the gap between technical and business requirements to develop the mechanisms that deliver these surveys to our customers. Additionally, you will be responsible for analyzing the data collected via these surveys to make recommendations on enhancing the customer experience across all channels. 

This position is a hybrid role in the following locations: Chevy Chase, MD; New York City, NY; Chicago, IL, CA; Fredericksburg, VA, Seattle, WA, Palo Alto, CA.

Job Responsibilities: 

• Analyze customer feedback to uncover insights, pinpoint pain points, and identify opportunities for improvement.  

• Understand customer attitudes, motivations, needs, and behaviors through VOC feedback, data analytics, and trend analysis.  

• Share these findings with business partners and implement scorecards to integrate customer experience (CX) data throughout the company.  

• Create and maintain dashboards and reports that track customer feedback, trends, sentiment, and satisfaction metrics.  

• Continuously monitor customer feedback to detect emerging trends and issues and conduct in-depth analyses to identify successes and areas for improvement.  

• Address and resolve issues related to the feedback process, collaborating with the engineering team as necessary.  

• Identify integration points within the company's customer journey, considering the unique needs of each business line and ensuring alignment with business objectives.  

• Apply best practices in survey design and ensure surveys are maintained and updated promptly.  

• Discover innovative ways to enhance customer support and service.  

• Design and execute customer experience enhancement initiatives that support business goals and priorities.  

Basic Qualifications:  

• 5+ years of experience in customer research, VOC research or a related data analysis field, or 3+ years with a Masters  

• 5+ years of experience in quantitative research methods, survey design, data visualization, or 3+ years with a Masters 

Preferred Qualifications   

• Bachelor’s Degree in Marketing, Business Administration, Psychology, Statistics, or equivalent years of experience in research.   

• Strong expertise in both qualitative and quantitative research methods, including surveys, interviews, and data analysis.   

• Proficient in data analysis and visualization tools, such as PowerBI.  

• Experience using Qualtrics CX suite or similar.  

• Experience with SQL queries preferred. 

• Strong analytical and problem-solving skills, deep understanding and empathy for customer needs and behaviors.  

• Demonstrated ability to influence cro