Summary
About this role
At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities.
Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive through relentless innovation to exceed our customers’ expectations while making a real impact for our company through our shared purpose.
When you join our company, we want you to feel valued, supported and proud to work here. That’s why we offer The GEICO Pledge: Great Company, Great Culture, Great Rewards and Great Careers.
GEICO is seeking a Voice of the Customer (VOC) Senior VOC Researcher, UX Research. The Senior VOC Researcher role will include managing complex projects that involve both designing the survey questions and bridging the gap between technical and business requirements to develop the mechanisms that deliver these surveys to our customers. Additionally, you will be responsible for analyzing the data collected via these surveys to make recommendations on enhancing the customer experience across all channels.
This position is a hybrid role that requires to be on-site 3 days a week at one of the following locations: Chevy Chase, MD; New York City, NY; Chicago, IL; Palo Alto, CA; Dallas, TX; Seattle, WA.
Job Responsibilities:
Analyze customer feedback to uncover insights, pinpoint pain points, and identify opportunities for improvement.
Understand customer attitudes, motivations, needs, and behaviors through VOC feedback, data analytics, and trend analysis.
Share these findings with business partners and implement scorecards to integrate customer experience (CX) data throughout the company.
Create and maintain dashboards and reports that track customer feedback, trends, sentiment, and satisfaction metrics.
Continuously monitor customer feedback to detect emerging trends and issues and conduct in-depth analyses to identify successes and areas for improvement.
Address and resolve issues related to the feedback process, collaborating with the engineering team as necessary.
Identify integration points within the company's customer journey, considering the unique needs of each business line and ensuring alignment with business objectives.
Apply best practices in survey design and ensure surveys are maintained and updated promptly.
Discover innovative ways to enhance customer support and service.
Design and execute customer experience enhancement initiatives that support business goals and priorities.
Basic Qualifications:
Bachelor’s Degree in a related field
5+ years of experience in customer research, VOC research or a related data analysis field, or 3+ years with a Masters
5+ years of experience in quantitative research methods, survey design, data visualization, or 3+ years with a Masters
Preferred Qualifications
Bachelor’s Degree in Marketing, Business Administration, Psychology, Statistics, or equivalent years of experience in research.
Strong expertise in both qualitative and quantitative research methods, including surveys, interviews, and data analysis.
Proficient in data analysis and visualization tools, such as PowerBI.
Experience using Qualtrics CX suite or similar.
Experience with SQL queries preferred.
Strong analytical and problem-solving skills, deep understanding and empathy for customer needs and behaviors.
Demonstrated ability to influence cross-functional teams and drive user-centric design decisions.
Annual Salary
$97,375.00 - $172,200.00The above annual salary range is a general guideline. Multiple factors are taken into consideration to arrive at the final hourly rate/ annual salary to be offered to the selected candidate. Factors include, but are not limited to, the scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.
The GEICO Pledge:
Great Company: At GEICO, we help our customers through life’s twists and turns. Our mission is to protect people when they need it most and we’re constantly evolving to stay ahead of their needs.
We’re an iconic brand that thrives on innovation, exceeding our customers’ expectations and enabling our collective success. From day one, you’ll take on exciting challenges that help you grow and collaborate with dynamic teams who want to make a positive impact on people’s lives.
Great Careers: We offer a career where you can learn, grow, and thrive through personalized development programs, created with your career – and your potential – in mind. You’ll have access to industry leading training, certification assistance, career mentorship and coaching with supportive leaders at all levels.
Great Culture: We foster an inclusive culture of shared success, rooted in integrity, a bias for action and a winning mindset. Grounded by our core values, we have an an established culture of caring, inclusion, and belonging, that values different perspectives. Our teams are led by dynamic, multi-faceted teams led by supportive leaders, driven by performance excellence and unified under a shared purpose.
As part of our culture, we also offer employee engagement and recognition programs that reward the positive impact our work makes on the lives of our customers.
Great Rewards: We offer compensation and benefits built to enhance your physical well-being, mental and emotional health and financial future.
- Comprehensive Total Rewards program that offers personalized coverage tailor-made for you and your family’s overall well-being.
- Financial benefits including market-competitive compensation; a 401K savings plan vested from day one that offers a 6% match; performance and recognition-based incentives; and tuition assistance.
- Access to additional benefits like mental healthcare as well as fertility and adoption assistance.
- Supports flexibility- We provide workplace flexibility as well as our GEICO Flex program, which offers the ability to work from anywhere in the US for up to four weeks per year.
The equal employment opportunity policy of the GEICO Companies provides for a fair and equal employment opportunity for all associates and job applicants regardless of race, color, religious creed, national origin, ancestry, age, gender, pregnancy, sexual orientation, gender identity, marital status, familial status, disability or genetic information, in compliance with applicable federal, state and local law. GEICO hires and promotes individuals solely on the basis of their qualifications for the job to be filled.
GEICO reasonably accommodates qualified individuals with disabilities to enable them to receive equal employment opportunity and/or perform the essential functions of the job, unless the accommodation would impose an undue hardship to the Company. This applies to all applicants and associates. GEICO also provides a work environment in which each associate is able to be productive and work to the best of their ability. We do not condone or tolerate an atmosphere of intimidation or harassment. We expect and require the cooperation of all associates in maintaining an atmosphere free from discrimination and harassment with mutual respect by and for all associates and applicants.
Other facts
About GEICO
At GEICO, we offer a rewarding career where your ambitions are met with endless possibilities.
Every day we honor our iconic brand by offering quality coverage to millions of customers and being there when they need us most. We thrive on relentless innovation to exceed our customers' expectations while making a real impact on local communities nationwide.
Founded in 1936, GEICO is a member of the Berkshire Hathaway family of companies and one of the largest auto insurers in the United States.
What you'll do
- The Senior VOC Researcher will manage complex projects involving survey design and data analysis to enhance customer experience. Responsibilities include analyzing customer feedback, creating dashboards, and collaborating with cross-functional teams.
Ready to join GEICO?
Take the next step in your career journey