Sr Consultant, Voice of Customer Management

Location: Hybrid from the Columbus, Ohio campus or remote within any of the lower 48 U.S. states.

Salary: $122,000–$214,000 national annual range; expected starting range $122,000–$182,000.

Company

hirify.global is a Fortune 100 insurance and protection company focused on customer-centric products, services, and strategic partnerships.

What you will do

• Develop the strategic framework, capabilities, and metrics for a comprehensive Voice of the Customer program.
• Analyze qualitative and quantitative feedback from multiple sources to identify themes, customer perceptions, and actionable opportunities.
• Create customer scorecards, state-of-the-customer reports, metrics, and targets in partnership with Finance, Strategy, business units, and Enterprise Analytics.
• Drive customer experience competitive intelligence through industry assessment and competitor analysis.
• Support deployment of the customer feedback management system and help deliver expected financial and operational benefits.
• Partner with Marketing, Product, Technology, business leaders, and external vendors to prioritize high-value customer experience initiatives and manage related contracts and budgets.

Requirements

• Bachelor’s degree.
• Eight or more years of progressive experience delivering valuable customer insights.
• Experience applying human-centered design and innovation frameworks to transform customer experience.
• Expertise in customer experience measurement, standard methodologies, data analysis, and external industry trends.
• Experience with qualitative and quantitative research tools, customer behavior analysis, cross-functional collaboration, and project management.
• Ability to work remotely from within the lower 48 U.S. states or hybrid from the Columbus, Ohio campus.

Culture & Benefits

• Full-time exempt employment in a normal office environment.
• Medical, dental, and vision coverage, life insurance, and short- and long-term disability coverage.
• Paid time off, nine paid holidays, Lifetime paid time off, and Unity Day paid time off.
• 401(k) with company match and a company-paid pension plan.
• Inclusive workplace committed to equal opportunity, diversity, and respect.