Sr. VoC Analyst

About the Role

Provide voice of customer insights to support Pacific Life’s consumer markets. The Sr. VoC Analyst partners with the Director, Customer Measurement & Insights and the team to design, execute and analyze customer listening programs across key touchpoints and segments.

• 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.

• Customer Feedback Management:
  Medallia Experience Management Platform, Medallia Agent Connect Platform, Salesforce Marketing Cloud, Snowflake, Alteryx.
• Microsoft productivity tools (M365 Copilot, SharePoint, Teams, One Note, PowerPoint, Visio).
• Agile, Hybrid, Scrum methodology tools such as Azure Dev Ops.

• 4+ years in Customer Experience (CX) or Voice of Customer (VoC) programs.
• 4‑year degree; experience designing and delivering surveys via website and email, including field‑mapping, audience management, and email build and delivery.
• Proficiency with Salesforce Marketing Cloud, Medallia Experience Management Platform, M365 Copilot, SQL, HTML, CSS, and JavaScript for survey program development.
• Survey design and sampling methodology for NPS, CSAT, CES and other metrics.
• CX maturity modeling and benchmarking.
• Closed‑loop feedback facilitation.

• 4+ years in Life Insurance and Annuities preferred.
• Excellent collaboration, influencing and negotiating skills.
• Strong planning, organization, and management skills; attention to detail; problem‑solving to meet target dates.
• Self‑starter, well‑organized, time‑management, and adaptability to change.

$93,600.00 - $ (inclusive of other incentives).

• Health, dental, vision, and wellbeing reimbursement accounts.
• Paid time off, holiday schedules, financial planning time off.
• Parental leave and adoption assistance program.
• Competitive 401(k) savings plan with company match and additional contribution regardless of participation.
• Flexible benefits customizable to individual needs.

We are committed to a diverse, equitable, and inclusive workforce. Learn more at

Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. Persons with disabilities or disabled veterans may request accommodations. Contact a Human Resources Representative.