Senior Associate, Voice Customer

Location:

Hybrid - 3 days per week

The Voice of the Customer (VoC) Lead is responsible for designing, governing, and activating customer and advisor feedback to reduce friction, improve ease of doing business, and drive measurable service outcomes. This role ensures customer feedback moves beyond reporting and is translated into clear insights, ownership, and action across the organization.

• Design and maintain transactional and diagnostic surveys aligned to customer and advisor journeys.
• Establish governance over survey questions, definitions, cadence, and usage to prevent duplication and fatigue.
• Ensure consistency of VoC measurement across service teams and products.
• Analyze quantitative survey results and qualitative feedback (open text, call studies, sentiment themes).
• Identify systemic friction drivers and distinguish isolated issues from enterprise‑level trends.
• Integrate VoC insights with operational data (e.g., cycle time, error rates, rework) to provide context and meaning.
• Translate insights into prioritized themes with clear problem statements and recommended actions.
• Partner with business leaders to assign ownership and track follow‑through.
• Monitor and report on impact, ensuring feedback loops are visibly closed.
• Serve as a trusted advisor to Quality, Operations, Training, and Leadership teams.
• Present insights in clear, executive‑ready narratives focused on decisions and outcomes—not raw data.

• Experience in customer experience, insights, analytics, quality, or service operations.
• Strong analytical and storytelling skills; ability to synthesize complex data into actionable insights.
• Comfort operating in ambiguity and influencing without direct authority.
• Experience working with surveys, customer feedback, and operational metrics.

Salary Range: $90,000 – $128,500

Overtime eligible:
Exempt

Discretionary bonus eligible:
Yes

Sales bonus eligible:
No

Actual base salary will be determined based on several factors but not limited to individual’s experience, skills, qualifications, and job location. Additionally, employees are eligible for an annual discretionary bonus. In addition to base salary, employees may also be eligible to participate in an incentive program.

Please note:

This role requires FINRA licensed and/or FINRA Associated Person pre‑hire fingerprinting.

We provide a full package of benefits for employees – and have unique offerings for a modern workforce, including leave programs, adoption assistance, and student loan repayment programs. Based on feedback from our employees, we continue to refine and add benefits to our offering, so that you can flourish both inside and outside of work.

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