Voice of Customer Business Systems Analyst

Job Description:

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own.

We’re actively seeking a talented Voice of Customer (VOC) Business Systems Analyst to join our Enterprise Experience Office (XO) Voice of Customer team. This is a hybrid role with the expectation of at least 2 days per week in the Newport Beach, CA office.

As an Enterprise Voice of Customer Business Systems Analyst, you will play a vital role in Pacific Life’s growth and long-term success by bringing the customer’s voice front and center for key business decisions. You'll act as the liaison between our Enterprise VOC team and technical and business-facing teams to gather requirements, develop plans, and manage projects through to delivery. Leveraging Medallia, you'll ensure customer data is accessible and usable across the organization to drive operational efficiency and improve customer experience.

How you’ll help move us forward:

• Facilitate technical projects related to the ongoing support and enhancement of Medallia’s VOC Platform (Medallia).
• Collaborate with cross-functional teams, including enterprise technology, SMEs across key business areas, data analysts, and more to deliver high-quality solutions.
• Intake and understand stakeholder goals, translate business objectives to researchable projects for data science teams, and assist in the data collection and analysis.
• Define project scope, goals, and deliverables, and develop project plans and timelines.
• Monitor and report on project progress, identify risks and issues, and develop mitigation plans.
• Develop or update Medallia dashboards and reports.
• Manage VOC program and Medallia platform maintenance and improvements.
• Maintain user onboarding, access management, and production support for new and existing groups.
• Support with training and change management for users.

The experience you bring:

• 5+ years of experience in technical project management, preferable in a customer experience or SaaS environment.
• 2+ years of experience in platform support, such as user access management, user profiles and roles management, and dashboard development.
• Experience with any VOC Platforms such as Medallia, Qualtrics, NICE, GetFeedback.
• Must possess strong analytical, organizational, and problem-solving skills.
• Excellent written and oral communication skills, including experience communicating with business stakeholders and system users.
• Ability to distill complex insights and business concepts into readable, well-formatted presentations and reports (i.e. Powerpoint).
• Highly driven and able to self-manage in a fast-paced environment.
• Bachelor's in Business, Engineering, Computer Science, or a related field.

What makes you stand out:

• Experience with Medallia specifically.
• Experience in the Financial Services industry
• Experience with Salesforce Financial Services Cloud and Marketing Cloud
• Experience with Agile methodology and approach to project management.

You can be who you are.

People come first here. We’re committed to a diverse, equitable and inclusive workforce. Learn more about how we create a welcoming work environment through Diversity, Equity, and Inclusion at www.pacificlife.com. What’s life like at Pacific Life? Visit Instagram.com/lifeatpacificlife.

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Base Pay Range:

The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay.

$108,000.00 - $132,000.00

Your Benefits Start Day 1  
 

Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.

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