Lead VOC Researcher, UX Research

GEICO is seeking a Voice of the Customer (VOC) Lead VOC Researcher, UX Research. As the VOC Lead, you will oversee the VOC program, driving strategic initiatives and managing complex projects. You will be instrumental in designing advanced survey mechanisms, bridging technical and business requirements, and delivering actionable insights to enhance the customer experience across all channels. In this role, you will strategically enhance the Voice of the Customer program to fit the needs of the organization to improve the overall customer experience.

This position is a hybrid role that requires to be on-site 3 days a week at one of the following locations: Chevy Chase, MD; Fredericksburg, VA; Chicago, IL; Seattle, WA; San Jose, CA

Job Responsibilities:

· Lead the development and implementation of the VOC strategies, ensuring alignment with GEICO objectives.

· Provide strategic oversight of survey implementation across all distribution channels.

· Oversee the design and deployment of surveys, ensuring they effectively capture the customer's experience in the appropriate areas.

· Analyze customer feedback to derive deep insights, identify pain points, and uncover opportunities for improvement. 

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

· Empower cross-functional stakeholders with access to actionable data through intuitive dashboards and reports, facilitating informed decision-making.

· Identify and explore new opportunities to enhance the collection of customer feedback, ensuring a continuous improvement mindset.

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

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

· Design and implement customer experience improvement initiatives that align with business objectives and priorities.

· Establish and maintain best practices in survey design.

· Stay updated on industry trends, emerging technologies, and best practices. Drive innovation and creative solutions to enhance our product offerings.

Basic Qualifications:

· 8+ years of experience in customer research, VOC research or a related data analysis field.

· 8+ years of experience in quantitative research methods, survey design, data visualization.

Preferred Qualifications

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

· Proven track record in leading research projects and teams, including managing multiple stakeholders and projects simultaneously.

· 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.

· Demonstrated ability to influence cross-functional teams and drive user-centric design decisions.

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

· Excellent communication and presentation skills, with the ability to convey complex research findings to both technical and non-technical audiences.

· Demonstrated ability to influence cross-functional teams and drive user-centric design decisions.

Annual Salary

$127,000.00 - $207,000.00

The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.

At this time, GEICO will not sponsor a new applicant for employment authorization for this position.

Benefits:

As an Associate, you’ll enjoy our Total Rewards Program* to help secure your financial future and preserve your health and well-being, including:

• Premier Medical, Dental and Vision Insurance with no waiting period**
• Paid Vacation, Sick and Parental Leave
• 401(k) Plan
• Tuition Reimbursement
• Paid Training and Licensures

*Benefits may be different by location. Benefit eligibility requirements vary and may include length of service.

**Coverage begins on the date of hire. Must enroll in New Hire Benefits within 30 days of the date of hire for coverage to take effect.

The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.

GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.