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Principal Financial Group · 3 weeks ago

Voice of the Customer Operations Analyst

Des Moines, IA

Full-time

Onsite

Entry, Mid Level

$68K/yr - $150K/yr

2+ years exp

Principal Financial Group is seeking a Voice of Customer Operations Analyst who is passionate about transforming customer feedback into actionable strategies. In this role, you will lead the VOC program, analyze customer insights, and collaborate with various teams to enhance customer experience and drive enterprise transformation.

Financial ServicesInsurance

No H1B

U.S. Citizen Only

Responsibilities

Lead the creation, deployment, and ongoing optimization of VOC

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

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

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

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

Qualification

QualtricsVOC program managementData analysisSurvey designKPI performance metricsCustomer insightsCX governanceCommunication skillsCollaboration

Required

Bachelor's degree or equivalent experience

2+ years in VOC, CX, customer insights, analytics, or marketing operations

Hands-on experience with mature VOC programs, including survey design and creation

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

Benefits

Flexible Time Off (FTO) is provided to salaried (exempt) employees and provides the opportunity to take time away from the office with pay for vacation, personal or short-term illness.

Pension Eligible

Company

Principal Financial Group

Glassdoor3.9

Principal Financial Group® is dedicated to improving the wealth and well-being of people and businesses around the world—helping more than 62M customers plan, protect, invest, and retire as of December 31, 2023.

Founded in 1879

Des Moines, Iowa, USA

10001+ employees