Voice of Customer (VoC) Manager

At OneAmerica, we deliver on promises when customers need us most. We believe the best way to serve our customers is to know that every individual, employee, family and business we work with has unique personal and financial goals. We keep our promises, so we can help them achieve their goals and realize their definition of financial success.

Job Summary

The Voice of Customer (VoC) program provides the insights that fuel decision-making on CX improvements and propels client insights-based transformations forward.

The VoC Manager will drive all aspects of the VoC program, from generating and visualizing insights (e.g., reporting, dashboards) to developing internal processes and user engagement by working with our partners in our Data team. Additionally, the VoC Manager will have the opportunity to envision and guide the long-term evolution of the VoC program, ensuring that it remains cutting-edge and continues to deliver on our Client Experience vision.

Primary duties may include, but are not limited to:

• Collaborate with Data Insights team and broader CX team to keep insights from client experiences top-of-mind for leaders and key stakeholders.
• Maintain/improve data visualizations to track business metrics and highlight CX issues across business units and segments.
• Support VoC user community with guidance, issue resolution, and ad-hoc analysis.
• Generate insights from collected data, and, in collaboration with the Data Insights team, derive 'story' for each line of business and co-create monthly dashboards and quarterly presentations for necessary stakeholders.
• Collaborate with other team members on specific ad-hoc client research projects
• Coordinate and partner to develop surveys and strategize on data collection and usage

Job Requirements

Required Education and/or Certifications

• BA/BS in relevant field

Required Work Experience

• Experience with Voice of the Client/Customer Satisfactions/NPS programs - hands-on experience with DXP or large data platforms a strong plus.
• 3+ years previous experience in financial services
• Or any combination of education and experience which would provide an equivalent background

Salary Band: 06B

This selected candidate will be expected to work hybrid in Indianapolis, IN. The candidate will also be expected to physically return to the office in CA, WI, IN or ME as business needs dictate or for team-building and collaboration.

If you are offered and accept this position, please be advised that OneAmerica does not have any offices located in the State of New York and OneAmerica associates are not permitted to work remotely in the State of New York.

Disclaimer: OneAmerica is an equal opportunity employer and strictly prohibits unlawful discrimination based upon an individual's race, color, religion, gender, sexual orientation, gender identity/expression, national origin/ancestry, age, mental/physical disability, medical condition, marital status, veteran status, or any other characteristic protected by law.

For all positions:

Because this position is regulated by the Violent Crime Control and Law Enforcement Act, if an offer is made, applicants must undergo mandated background checks as a condition of employment. Such background checks include criminal history. A conviction is not necessarily an absolute bar to employment. Consistent with applicable regulatory guidelines and law, factors such as the age of the offense, evidence of rehabilitation, seriousness of violation, and job relatedness are considered.

To learn more about our products, services, and the companies of OneAmerica, visit oneamerica.com/companies.