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Voice Of Customer Analyst Jobs (NOW HIRING)

Harbor Compliance

Senior Voice of the Customer Analyst

$90K - $119K/yr

We're hiring a Senior Voice of the Customer (VOC) Analyst to stand up this function. This is a high-visibility individual contributor role within Customer Operations, responsible for building the VOC ...

Shiftsmart

Customer Analyst

New York, NY · On-site

$100K - $135K/yr

We're one of the fastest-growing startups in the country. We've grown 2-3x each year since we ... The mission of the customer analytics team at Shiftsmart is to work closely with our customers and ...

Tuckernuck

Customer Insights Lead

Washington, DC · On-site

By combining customer feedback, operational data, behavioral analytics, and Voice of Customer insights, this role identifies opportunities to improve customer acquisition, conversion, retention ...

ButcherBox

Director of Customer Support

Watertown, MA · On-site

$160K - $182K/yr

... analyzing data, implementing technology, and influencing executive-level decisions ... Voice of Customer * Develop and scale a robust Voice of Customer program that identifies trends ...

ButcherBox

Director of Customer Support

Watertown, MA · On-site

$160K - $182K/yr

... analyzing data, implementing technology, and influencing executive-level decisions ... Voice of Customer * Develop and scale a robust Voice of Customer program that identifies trends ...

ButcherBox

Director of Customer Support

Watertown, MA · On-site

$160K - $182K/yr

... analyzing data, implementing technology, and influencing executive-level decisions ... Voice of Customer * Develop and scale a robust Voice of Customer program that identifies trends ...

Agri-Mark/Cabot Creamery

Key Customer Analyst

Waitsfield, VT · Hybrid

$58K - $62K/yr

More than 100 years of: Farmers, Family, Mission, Purpose, Sustainability, Respect, Integrity, Work ... As a Key Customer Analyst, you will support several of our top customers in order management, sales ...

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How much do voice of customer analyst jobs pay per hour?

As of Jul 27, 2026, the average hourly pay for voice of customer analyst in the United States is $29.69, according to ZipRecruiter salary data. Most workers in this role earn between $20.91 and $35.58 per hour, depending on experience, location, and employer.

What is a Voice Of Customer Analyst job?

A Voice Of Customer (VoC) Analyst is responsible for gathering, analyzing, and interpreting customer feedback to help businesses improve their products, services, and overall customer experience. They use surveys, reviews, and other data sources to identify trends, pain points, and opportunities for improvement. VoC Analysts work closely with different teams to provide actionable insights and enhance customer satisfaction. Their role often involves using data analytics tools, customer sentiment analysis, and reporting to influence business decisions.

What are the typical responsibilities of a Voice Of Customer Analyst in a day-to-day role?

A Voice Of Customer Analyst is responsible for gathering, analyzing, and reporting on customer feedback from various channels, such as surveys, social media, and direct interactions. On a typical day, you may run data extraction processes, identify trends or recurring issues in customer sentiments, and collaborate with cross-functional teams to share findings and strategize solutions. You might also create presentations for stakeholders, participate in team meetings, and recommend process or product improvements based on your analysis. This role involves a mix of independent analysis and team-based collaboration, offering valuable insights that shape customer experience strategies.

What are the key skills and qualifications needed to thrive in the Voice Of Customer Analyst position, and why are they important?

To thrive as a Voice Of Customer Analyst, you need strong analytical skills, proficiency in data interpretation, and experience with customer feedback programs, often supported by a relevant degree in business, marketing, or data analytics. Familiarity with tools like Qualtrics, Medallia, Salesforce, and Excel or other analytics platforms is typically expected, and certifications in customer experience or data analysis can be beneficial. Excellent communication, active listening, and problem-solving abilities help you turn customer insights into actionable business recommendations. These combined skills ensure you can gather meaningful feedback, analyze it effectively, and drive improvements that enhance customer satisfaction and business performance.

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What cities are hiring for Voice Of Customer Analyst jobs? Cities with the most Voice Of Customer Analyst job openings:
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Voice Of Customer Analyst jobs near you
Infographic showing various Voice Of Customer Analyst job openings in the United States as of July 2026, with employment types broken down into 2% Locum Tenens, 87% Full Time, 6% Part Time, 1% Temporary, and 4% Contract. Highlights an 83% Physical, 7% Hybrid, and 10% Remote job distribution, with an average salary of $61,756 per year, or $29.7 per hour.
Senior Voice of the Customer Analyst

Senior Voice of the Customer Analyst

Harbor Compliance

Remote

$90K - $119K/yr

Full-time

Medical, Retirement, PTO

Posted 26 days ago

Job description

Churn and retention are board-level priorities at Harbor Compliance, but no single owner today is responsible for deeply understanding the customer behaviors driving them. Customer Success owns execution and Expansion owns growth, but customer segmentation, churn analysis, and VOC insights remain fragmented. We're hiring a Senior Voice of the Customer (VOC) Analyst to stand up this function.
This is a high-visibility individual contributor role within Customer Operations, responsible for building the VOC systems, customer analytics, and cross-functional feedback loops that help Harbor Compliance better understand churn, retention, expansion opportunities, and the customer experience, and translate those insights into clear recommendations for business action.
Key Responsibilities
VOC Program Design and Execution
  • Design and run a structured customer interview program across Harbor's key customer segments, including interview guides, synthesis, and recurring monthly interviews.
  • Manage and refine survey programs (NPS, CSAT, CES, and lifecycle surveys) to capture actionable customer sentiment data.
  • Develop a repeatable process for turning customer feedback into executive insights and action items.
  • Continuously improve VOC methodologies as Harbor's customer segments and business needs evolve.
  • Establish a closed-loop VOC process that captures customer feedback, synthesizes themes, routes insights to the right owners, and tracks follow-up actions and outcomes.

Segmentation and Churn Analytics
  • Lead the analysis and ongoing refinement of Harbor's customer segmentation strategy across Nonprofit, Corporate, and Professional customers in partnership with CS, Expansion, Operations, and leadership.
  • Build repeatable churn analysis frameworks using CRM and Metabase data and qualitative customer feedback.
  • Partner to refine and update customer health scoring models to identify at-risk accounts with high accuracy, enabling early intervention and proactive retention efforts.
  • Track and analyze retention and expansion metrics, including GRR, NRR, and churn trends, for leadership reporting.
  • Conduct root-cause analysis on churn, downgrade, dissatisfaction, and expansion patterns by combining CRM data, customer interviews, survey results, and operational signals.

Insight Delivery and Executive Reporting
  • Design and maintain executive-facing reporting, dashboards, and insight narratives highlighting customer sentiment, churn risks, key trends, and recommended actions.
  • Present customer insights and recommendations to senior leadership in a clear, actionable format.
  • Build and maintain a centralized VOC knowledge base accessible across Product, CX, Operations, and Expansion teams.
  • Identify gaps in customer data capture, churn reason tracking, and VOC instrumentation, and partner cross-functionally to improve data quality and reporting reliability.

Cross-Functional Partnership
  • Establish feedback loops between VOC insights and Product, Operations, Expansion, and CX teams to drive business improvements.
  • Serve as the internal advocate for the customer voice in cross-functional planning and strategy discussions.
  • Partner with Expansion to identify customer needs, segment patterns, and expansion signals that inform upsell and growth opportunities.
  • Partner with Product to prioritize feature and experience improvements based on customer feedback.

Requirements
  • 5+ years of experience in VOC, CX analytics, or customer insights with ownership of programs and outcomes.
  • Experience building customer research programs and structured interviews that inform business decisions.
  • Strong executive communication skills with experience presenting complex analysis to senior stakeholders.
  • Advanced SQL and CRM data experience (HubSpot preferred), plus survey design expertise (NPS, CSAT, CES).
  • Experience with customer segmentation or cohort analysis tied to retention and growth.
  • Proven ability to work cross-functionally and independently with minimal direction.

Skills and Knowledge
  • Strong experience combining qualitative research, survey data, and behavioral analytics into actionable customer insights.
  • Experience building executive-facing dashboards and analyzing retention metrics such as churn, GRR, and NRR.
  • Strong understanding of B2B SaaS and/or tech-enabled services across multiple customer segments.
  • Familiarity with qualitative research and AI tools used for customer research, synthesis, and reporting.
  • Experience working with CRM and BI/reporting tools to analyze customer data and build dashboards; HubSpot and Metabase experience preferred.
  • Excellent written and verbal communication skills with experience presenting insights to executive audiences.
  • Strong analytical judgment, including the ability to work with imperfect customer data, identify data quality gaps, and distinguish signal from noise.

Accommodations:
Harbor Compliance is committed to providing any reasonable accommodations for individuals with disabilities within our application and interview process. To request an accommodation due to a disability, please inform your recruiter.
Compensation:
Compensation at the time of offer is based on factors such as skill set, experience, qualifications, and work location. Salary is one part of Harbor Compliance's total compensation package. Other benefits may include health benefits, flexible paid time off, parental leave, fertility and adoption assistance, 401(k), and educational reimbursement. Note that the salary range and benefits apply only to U.S.-based candidates.
Pay Transparency Policy Statement
Harbor Compliance will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by Harbor Compliance, or (c) consistent with Harbor Compliance's legal duty to furnish information.
Equal Opportunity Statement
Harbor Compliance is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.
Notice Regarding the Use of Selection Technology
Harbor Compliance uses third-party automated tools and skills assessments (such as Testlify and Rippling) to help evaluate job applications and streamline our hiring workflow. These tools assist our recruitment team in reviewing qualification trends and scheduling, but all final employment decisions are made solely by humans on our Talent Success team, and all tools are subject to human oversight.
Depending on your location, local laws may grant you specific disclosure rights or the option to request an alternative evaluation process. If you require a reasonable accommodation or wish to opt out of automated assessment steps due to regional regulations, please notify your recruiter. Opting out will not negatively impact your application.
Great Place to Work® Certified | USA
Harbor Compliance is a leading technology platform for entity compliance, helping more than 80,000 businesses and nonprofits manage licensing, tax registration, and legal entity requirements nationwide. Founded in 2012 and recognized repeatedly by the Inc. 5000 and Deloitte Technology Fast 500, we've grown through five strategic acquisitions - and are now backed by a 2026 majority growth investment from Bregal Sagemount to accelerate product, AI, and customer experience. We're a passionate team making compliance simpler and smarter for every organization we serve.

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