[Remote] Voice of the Customer Operations Analyst

Note: The job is a remote job and is open to candidates in USA. Principal Financial Group is seeking a Voice of Customer (VOC) Operations Analyst who is passionate about transforming customer feedback into actionable insights. The role involves leading the VOC program, analyzing data, and collaborating with various teams to enhance customer experience and drive strategic decisions.

Responsibilities

• Help us transform customer feedback into action that shapes the future of our customer experience
• Lead the next stage of our VOC program, using Qualtrics and other tools to design how we listen, analyze, and act on customer feedback across channels and journeys
• Serve as the bridge between marketing, enterprise CX, data, and technology teams—ensuring customer insight is not just collected, but embedded into everyday decisions, campaign performance, and enterprise experience transformation
• Lead the creation, deployment, and ongoing optimization of VOC listening posts and surveys in Qualtrics—including survey design, sampling, logic, and dashboard configuration
• Manage a high volume of VOC intake requests by gathering requirements, choosing the best listening method, and ensuring high-quality execution from build to launch to post-deployment follow-up
• Analyze survey data, customer metrics, and CX inputs from Qualtrics and other sources to uncover trends, root causes, and opportunities
• Translate those findings into clear, compelling recommendations that drive marketing strategy, improve campaigns, and enhance customer journeys
• Develop and maintain VOC and CX dashboards that give teams a simple, timely view of customer sentiment and experience performance
• Ensure insights are easy to find, easy to understand, and easy to act on
• Partner with marketing, product, and enterprise teams to embed VOC and CX metrics into campaign measurement, journey optimization, and continuous improvement work
• Ensure follow-through on action plans so insights lead to meaningful change

Skills

• Bachelor's degree or equivalent experience
• 2+ years in VOC, CX, customer insights, analytics, or marketing operations
• Hands-on experience using Qualtrics (or similar platform) to design surveys, manage distributions, and build dashboards
• Strong analytical skills and comfort working with survey data, KPIs, and performance metrics (Excel + BI/visualization tools)
• Experience translating business requirements from marketing or customer-facing teams into clear specifications for technical or enterprise partners
• Excellent communication skills, with the ability to distill complex insights into simple, persuasive stories for non-technical audiences
• Experience with advanced Qualtrics features (embedded data, workflows, text analytics, role-based dashboards)
• Exposure to VOC strategy, journey mapping, service design, or CX governance
• Experience navigating matrixed environments and collaborating across business and enterprise teams
• Background in financial services, retirement, insurance, or similarly complex, regulated industries

Benefits

• Flexible Time Off (FTO) is provided to salaried (exempt) employees and provides the opportunity to take time away from the office with pay for vacation, personal or short-term illness.
• Pension Eligible

Company Overview

• Principal Financial Group® is dedicated to improving the wealth and well-being of people and businesses around the world—helping more than 62M customers plan, protect, invest, and retire as of December 31, 2023. It was founded in 1879, and is headquartered in Des Moines, Iowa, USA, with a workforce of 10001+ employees. Its website is https://www.principalam.com/.

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