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Voice Of Customer Analyst Jobs (NOW HIRING)

Assuranceamerica

Voice of the Customer Lead

Atlanta, GA · On-site

The Voice of Customer Lead manages customer feedback programs, analyzes customer insights, and ... Manage VOC programs; analyze survey and feedback data; identify trends; create executive reports ...

New

Tuckernuck

Customer Insights Lead

Washington, DC · On-site

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

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

Tuckernuck

Customer Insights Lead

Washington, DC · On-site

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

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

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Voice Of Customer Analyst information

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

As of Aug 17, 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?

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?

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 as a voice of customer analyst?

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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Voice Of Customer Analyst jobs near you
Infographic showing various Voice Of Customer Analyst job openings in the United States as of August 2026, with employment types broken down into 78% Full Time, 19% Part Time, and 3% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $61,756 per year, or $29.7 per hour.

Analyst, Retail Channels (Voice of Customer)

Oriental Bank

San Juan, PR • Hybrid

Full-time

Re-posted 3 days ago

Job description

The Analyst, Retail Channels (Voice of Customer) Ensure a consistent, seamless, and frictionless customer experience across all Retail Channels service touchpoints. This role integrates analytics, quality assurance, incident management, customer journey design, and continuous Voice of the Customer monitoring to drive sustainable improvements in processes, policies, and customer-facing tools. Position will be working hybrid based in San Juan, PR.

MAJOR DUTIES & RESPONSIBILITIES:

  • Quality Management & Experience Monitoring: Monitor CSAT/NPS/NDS and internal quality metrics; analyze complaints to identify root causes/risks; share insights with stakeholders; and validate corrective actions via closed-loop follow-up.
  • End-to-End Customer Profile Analysis (E2E): Assess the full journey from first contact through resolution; analyze wait times/transfers/friction/self-service; and deliver actionable recommendations.
  • Customer Journey Design, Optimization & Documentation: Maintain journey maps; identify inefficiencies and abandonment points; propose redesigns to reduce friction; and coordinate cross-functional validation.
  • Analytics & Reporting: Perform sentiment/trend analysis; produce incident and insight reporting; contribute to Remote Network and Channel Communications; and track CX metrics.
  • Script Automation & Optimization: Develop/maintain scripts across channels; route for approvals; and ensure alignment with policies, empathy guidelines, and tone of voice.
  • Field Observation & Voice of the Customer: Conduct observations; compare actual vs. designed experience; document findings; and recommend process/policy/tool improvements.

EDUCATION AND EXPERIENCE:

  • Associate or bachelor's degree in industrial engineering, Business Administration, Information Systems, or related fields.
  • At least three (3) years' experience in a financial services company or related work as a Data Analysis required.
  • Minimum education and experience required can be substituted with the equivalent combination of education, training and experience that provides the required knowledge skills and abilities.
  • Experience in data analysis, customer experience, operational quality, incident management, or continuous improvement.
  • Fully bilingual - English and Spanish (verbal and written) required.
  • Strong communication skills, critical thinking, and cross-functional collaboration capabilities.
  • Intermediate to Advanced skill and proficiency using Microsoft Office (Word, Excel, Access, Power Point, Outlook), Power Business Intelligence and MS SQL, or other software applications to retrieve data, create spreadsheets, and reports required.
  • High technological proficiency; a tech-savvy individual comfortable learning and adopting new tools, systems, digital platforms, and analytical technologies.

WORK AUTHORIZATION & ELEGIBILITY:

  • Legally authorized to work in the US is required. This position is of indefinite duration and requires candidates to have permanent or ongoing work authorization.
  • Employee is responsible for maintaining eligible work authorization throughout his tenure with the organization.

Oriental is an Equal Opportunity Employer (EEO/Affirmative Action for Veterans/Workers with Disabilities)

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