Customer Experience, VoC Senior Analyst

Job Summary

We are seeking an experienced VoC Senior Analyst within our Voice of Customer team focused on managing the build, deployment and implementation of digital intercepts across product, digital and customer experience stakeholders. This role supports the Digital Intercept Program by managing operational execution across the intercept lifecycle, including build, deployment, QA/testing, dashboard maintenance, monitoring, documentation and tactical optimization. You’ll partner closely with the Digital Intercept Strategy Lead to support program scalability, data quality and consistent execution across digital feedback initiatives.

In addition, the candidate will have experience in general survey design and execution; these surveys either collect insights as standalone projects or serve as the basis for intercept collection. Intercepts are crucial for gathering real‑time customer CX feedback metrics such as CSAT, CES. The ideal candidate will have experience coordinating intercept deployment and collaborating with cross‑functional teams – including VoC program managers, operations, patient experience managers, engineers, software developers and product managers.

You’ll help to ensure the seamless deployment and operation of these feedback mechanisms to drive customer‑centric solutions that contribute to exceptional healthcare experiences.

This role is remote for candidates that do not reside within the DFW area. For candidates in the DFW area, this position is hybrid.

• Support intercept deployment and implementation, while coordinating QA/testing for technical configuration and embedded data.
• Audit intercepts and dashboards on a recurring cadence; maintain documentation and intercept inventory.
• Maintain Qualtrics dashboards and reporting configurations, including active support with Dedicated Voice of Customer Leads on monitoring CX performance (insight signals, response rates, completion rates, and data quality).
• Track intake through launch lifecycle – from stakeholder input to intercept rollout and measuring.
• Support tactical optimization recommendations and partner with Dev/Eng teams on implementation troubleshooting.
• Support VoC program activities that help showcase insights & signals to leadership and stakeholders – includes CX performance readouts, measurement strategy for post‑launch evaluation, monthly top trends, and business‑level understanding of customer‑specific requests.

• Oversee implementation and maintenance of VoC intercepts across digital platforms – intercept readiness via intake generation.
• Collaborate with engineer and development teams to ensure technical feasibility and optimal performance of intercept tools.
• Monitor the quality of intercept performance and troubleshoot issues to improve the accuracy of continuous data collection; includes identifying escalation paths from risks and troubleshooting.
• Manage QA testing / technical configuration (through deployment and implementation).

• Maintain and optimize the hosting platform in partnership with program strategy lead (e.g., Qualtrics) to ensure stable, efficient and scalable intercept deployment.
• Manage Qualtrics dashboard maintenance (initial build, active dashboards, configuring the right data presentation); includes auditing surveys routinely to ensure it is implemented as intended and determining when to turn intercepts on/off (active vs inactive).
• Identify opportunities to enhance intercept hosting, including workflow automation, performance improvements and system integrations.
• Work with analytics and engineering teams to streamline reporting mechanisms, ensuring that data visualization and insight delivery are as efficient and effective as possible.

• Stakeholder relationship management: risk mitigation and alignment.
• Communicate customer feedback insights to internal customer experience teams and stakeholders and partner with program strategy lead on facilitating data‑driven decision‑making.
• Coordinate with analytics teams to share and interpret feedback data to identify actionable insights.