Hiring: Senior Voice of the Customer Specialist Company: HSB - Hartford Steam Boiler Location: Hartford, CT Job Posted Time: 2026-09-09 17:59:53 Employment Type: Full-time Target Skills & Keywords: Voice of Customer (VoC), Customer Experience (CX), Qualtrics, Market Research, JavaScript, HTML, CSS, SFTP, APIs, Data Analytics, NPS, cSAT, CES, AI/LLMs, Text Analytics, Sentiment Analysis, Dashboards, Storytelling, Excel, PowerPoint, SPSS, R Experience: - Minimum of 7 years of experience in Customer Experience (CX), Voice of Customer, or Market Research operations - Experience working with automations leveraging SFTP and APIs to build listening within apps and webpages - Experience cleaning and managing data sets (Excel, SPSS, R or similar) - Experience applying AI/LLMs to CX initiatives (e.g., text analytics, sentiment analysis) - Experience with customer experience measurements including NPS, cSAT, CES, trackers Required Skills: - Deep technical proficiency in Qualtrics, including complex logic, embedded data, and distributions - Practical working knowledge of or ability to leverage AI assistance to perform JavaScript, HTML, and CSS within a survey context - Strong presentation skills; ability to synthesize data into a narrative for leadership - Deep experience in collaborating and consulting internal teams, building and maintaining effective relationships - Ability to influence decisions and approaches across a diverse set of teams without formal authority - Highly skilled in planning, analytical decision making, communication, and project management - Highly skilled in creating visually engaging, digestible dashboards - Strong storytelling skills to bring audiences closer to the experiences of customers, agents, employees, and/or end insureds - Coaching of non-CX users in basic customer testing methodologies - Expert skills in Excel and PowerPoint Qualifications: - Bachelors' degree in business, marketing, economics or related field is required - Masters' degree or equivalent in business, market research, statistics, economics or related field a plus Compensation: Not specified Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don’t miss this opportunity to join a forward-thinking team!