Sr. Voice of the Customer Analyst

Job Description:

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own. 

We’re actively seeking a talented Sr. Voice of Customer (VoC) Analyst to join our Customer Measurement and Insights Team in Newport Beach, CA.

As the Sr. Voice of Customer Analyst you’ll move Pacific Life, and your career, forward by supporting the team that prioritizes customer advocacy at Pacific Life. This person will partner with a peer Sr. VoC Analyst to assist the Director, Customer Measurement & Insights and team with customer listening execution and feedback analysis.

You will fill a role that sits on a team of 7-8 people in the Consumer Markets division. Your colleagues will include professionals in Voice of the Customer (VoC) Program Management, Customer Analytics & Insights, Insights Enablement and Experience Management Platform Operations.

How you’ll help move us forward:

• Support the end-to-end design and execution of the VoC program across key touchpoints and customer segments.
• Maintain a consistent approach to NPS, CSAT, CES, and other experience metrics.
• Enable feedback flows across channels ensuring listening is actionable, timely, and intentional.
• Conduct recurring analyses of customer feedback to derive actionable insights and present findings to key business partners.

Tech & Tools you’ll use:

• Customer Feedback Management: Medallia Experience Management Platform, Medallia Agent Connect Platform, Salesforce Marketing Cloud, Snowflake, Alteryx.
• MS productivity tools (i.e., M365 Copilot, SharePoint, Teams, OneNote, PowerPoint, and Visio).
• Agile, Hybrid, Scrum methodology tools (i.e., Azure DevOps).

The experience You bring:

• 4+ years of experience in Customer Experience (CX) or Voice of Customer (VoC) programs.
• 4 Year Degree
• Survey setup and delivery, using website and email as channels, requiring a knowledge of technical field-mapping, audience management, and email build and delivery.
• Salesforce Marketing Cloud, Medallia Experience Management Platform, M365 Copilot, SQL, HTML, CSS, and Javascript experience for supporting survey program development.
• Survey design and sampling methodology
• NPS, CSAT, CES, and other metric analysis
• CX maturity modeling and benchmarking
• Closed-loop feedback facilitation

What will make you stand out:

• 4+ years of Life Insurance and Annuities highly preferred

• Able to collaborate with team members and leadership; effective influencing and negotiating skills.
• Strong work planning, organization, and management skills; attention to detail; problem-solving to maintain target date delivery.
• Must be a self-starter, well-organized, effectively manage time, and adapt rapidly to new developments and changing priorities.

You can be who you are.

People come first here. We’re committed to a diverse, equitable and inclusive workforce. Learn more about how we create a welcoming work environment through Diversity, Equity, and Inclusion at www.pacificlife.com. What’s life like at Pacific Life? Visit Instagram.com/lifeatpacificlife. 

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Base Pay Range:

The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay.

$93,600.00 - $114,400.00

Your Benefits Start Day 1  
 

Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.

• Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents

• Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off

• Paid Parental Leave as well as an Adoption Assistance Program

• Competitive 401k savings plan with company match and an additional contribution regardless of participation

You Can Be Who You Are

We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities. We support all employees to thrive and achieve their fullest potential.

What’s life like at Pacific Life? Visit Instagram.com/lifeatpacificlife

EEO Statement:

Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.