What You'll Do

Help us transform customer feedback into action that shapes the future of our customer experience.

We’re looking for a Voice of Customer (VOC) Operations Analyst who is passionate about understanding what customers need—and even more passionate about turning those insights into strategies that matter. In this role, you’ll lead the next stage of our VOC program, using Qualtrics and other tools to design how we listen, analyze, and act on customer feedback across channels and journeys.

You’ll serve as the bridge between marketing, enterprise CX, data, and technology teams—ensuring customer insight is not just collected, but embedded into everyday decisions, campaign performance, and enterprise experience transformation.

What You’ll Do

Design & Evolve Our VOC Listening Strategy

• Lead the creation, deployment, and ongoing optimization of VOC listening posts and surveys in Qualtrics—including survey design, sampling, logic, and dashboard configuration.
• Manage a high volume of VOC intake requests by gathering requirements, choosing the best listening method, and ensuring high-quality execution from build to launch to post-deployment follow-up.

Turn Data into Clear, Actionable Insight

• Analyze survey data, customer metrics, and CX inputs from Qualtrics and other sources to uncover trends, root causes, and opportunities.
• Translate those findings into clear, compelling recommendations that drive marketing strategy, improve campaigns, and enhance customer journeys.

Build Insight Tools Leaders Rely On

• Develop and maintain VOC and CX dashboards that give teams a simple, timely view of customer sentiment and experience performance.
• Ensure insights are easy to find, easy to understand, and easy to act on.

Drive Alignment Across the Enterprise

• Partner with marketing, product, and enterprise teams to embed VOC and CX metrics into campaign measurement, journey optimization, and continuous improvement work.
• Ensure follow-through on action plans so insights lead to meaningful change.

Who You Are

• Bachelor’s degree or equivalent experience
• 2+ years in VOC, CX, customer insights, analytics, or marketing operations
• Hands-on experience using Qualtrics (or similar platform) to design surveys, manage distributions, and build dashboards
• Strong analytical skills and comfort working with survey data, KPIs, and performance metrics (Excel + BI/visualization tools)
• Experience translating business requirements from marketing or customer-facing teams into clear specifications for technical or enterprise partners
• Excellent communication skills, with the ability to distill complex insights into simple, persuasive stories for non-technical audiences

Preferred

• Experience with advanced Qualtrics features (embedded data, workflows, text analytics, role-based dashboards)
• Exposure to VOC strategy, journey mapping, service design, or CX governance
• Experience navigating matrixed environments and collaborating across business and enterprise teams
• Background in financial services, retirement, insurance, or similarly complex, regulated industries

Job Level: We’ll consider talent at the next level with the right experiences and skills.

Salary Range Information

Salary Range (Non-Exempt expressed as hourly; Exempt expressed as yearly)

Time Off Program

Pension Eligible

Work Authorization/Sponsorship

At this time, we're not considering applicants that need any type of immigration sponsorship (additional work authorization or permanent work authorization) now or in the future to work in the United States. This includes, but IS NOT LIMITED TO: F1-OPT, F1-CPT, H-1B, TN, L-1, J-1, etc. For additional information around work authorization needs please use the following links.

Nonimmigrant Workers and Green Card for Employment-Based Immigrants

Investment Code of Ethics

For Principal Asset Management positions, you’ll need to follow an Investment Code of Ethics related to personal and business conduct as well as personal trading activities for you and members of your household. These same requirements may also apply to other positions across the organization.

Experience Principal

At Principal, we value connecting on both a personal and professional level. Together, we’re imagining a more purpose-led future for financial services – and that starts with you. Our success depends on the unique experiences, backgrounds, and talents of our employees. And we support our employees the same way we support our customers: with comprehensive, competitive benefit offerings crafted to protect their physical, financial, and social well-being. Check out our careers site to learn more about our purpose, values and benefits.

Principal is an Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

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