Senior Associate – Voice of Customer (Pipeline)

About the role

The Senior Associate – Voice of Customer will lead cross‑functional teams to shape and execute a comprehensive customer experience strategy. You will act as the champion of the customer’s voice, turning insights into actionable initiatives that improve satisfaction and business performance.

Key responsibilities

• Collaborate with VOC and TPA senior managers to define and implement a customer experience strategy.
• Design and maintain a metrics framework, including NPS, surveys, and analytics dashboards.
• Conduct journey mapping, process mining, and design‑thinking workshops to identify pain points and improvement opportunities.
• Present CX findings to stakeholders and drive NPS program management across the organization.
• Develop and run customer feedback programs such as surveys and focus groups.
• Lead Kaizen projects, root‑cause analysis, and operational improvement initiatives.
• Apply advanced analytics (predictive modeling, text mining, segmentation) to uncover hidden patterns and support personalized service delivery.
• Maintain data quality, create standardized dashboards, and automate reporting.

Required profile

• Bachelor’s degree in industrial engineering or a related field.
• Proven experience developing customer lifecycle maps and journey frameworks.
• Strong background in data analytics, reporting, and visualization.
• Ability to translate analytical insights into business actions.

Required skills

• Tableau
• Power BI
• Python
• R
• SQL
• Advanced Excel
• Data cleansing
• Predictive modeling
• Text mining
• Customer segmentation