What are the responsibilities and job description for the VoC Program and Insights Analyst position at FlexProfessionals?
Leading, full-service community bank seeking a VoC Program & Insights Analyst
Company: This mutual bank is dedicated to enhancing the lives of employees, customers, and the communities they serve and known for having a collaborative company culture
Hours/Schedule: Full-time, flexible
Benefits: Company does not offer benefits for contract positions
Job Type: Contract with the possibility of becoming a permanent position
Location Requirements: Hybrid with 3 days on-site in Waltham, MA and 2 days working remotely
Job Description: The VoC Program and Insights Analyst will manage the Voice of Customer (VoC) program and deliver customer, operational and market insights that inform business decisions. Reporting to the Director of Market Research and Segmentation, FVP, this role strengthens the bank's efforts to enhance customer experience and better support the communities they serve.
Responsibilities:
- Manage day-to-day operations of the VoC program to ensure smooth execution of ongoing customer feedback loops
- Optimize program design, monitor results, and surface trends and insights for internal teams
- Support expansion of VoC touch points by assessing operational feasibility, conducting data analysis, and designing pilot initiatives
- Analyze customer, operational and experience data to identify trends, experience drivers, and business opportunities
- Assist customer segmentation initiatives
- Improve the efficiency and effectiveness of how customer and market data is integrated, shared and used across teams
- Manage or support primary market research studies- quantitative and qualitative
- Conduct secondary research and competitive analyses to support broader market and competitive intelligence initiatives
- Manage vendor onboarding, contracting, and ongoing vendor relationships
- Collaborate with Research team, Marketing, and cross-functional partners to deliver insights that support business decisions
- Perform additional duties as required
Qualifications:
- Bachelor's degree required
- 3-5 years of experience in VoC/CX program management or data analysis and insights
- Strong program management skills with excellent organization and attention to detail
- Ability to process, analyze, and synthesize data from primary, secondary and operational data sources
- Experience with market and competitive intelligence analysis preferred
- Familiarity with quantitative and qualitative research methods; experience with research software( Qualtrics, Surey Monkey, User Testing, etc.) and market-research analytics and statistics preferred
- Experience with financial services or other regulated industries preferred
- Excellent written and verbal communication skills
- Proficient in Microsoft programs, VoC/CX platforms (Medallia, Qualtrics, InMoment), data analysis software (Excel, MS Access, Tableau, Power BI, SPSS) required
Pay: $45.00 - $104,493.03 per hour
Work Location: Hybrid remote in Waltham, MA 02451
Salary : $45,000 - $104,493