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Full-Time

Senior VOC Researcher

UX Research

Confirmed live in the last 24 hours

Geico

Geico

10,001+ employees

Direct-to-consumer auto and home insurance

Financial Services

Compensation Overview

$102k - $168kAnnually

Senior, Expert

Seattle, WA, USA + 4 more

More locations: San Jose, CA, USA | Fredericksburg, VA, USA | Chicago, IL, USA | Bethesda, MD, USA

Hybrid role requiring on-site presence 3 days a week at one of the following locations: Chevy Chase, MD; Fredericksburg, VA; Chicago, IL; Seattle, WA; San Jose, CA.

Category
Product & UX/UI Design
UI/UX & Design
Required Skills
UI/UX Design
Data Analysis
Requirements
  • 5+ years of experience in customer research, VOC research or a related data analysis field, or 3+ years with a Masters
  • 5+ years of experience in quantitative research methods, survey design, data visualization, or 3+ years with a Masters
Responsibilities
  • Analyze customer feedback to uncover insights, pinpoint pain points, and identify opportunities for improvement.
  • Understand customer attitudes, motivations, needs, and behaviors through VOC feedback, data analytics, and trend analysis.
  • Share these findings with business partners and implement scorecards to integrate customer experience (CX) data throughout the company.
  • Create and maintain dashboards and reports that track customer feedback, trends, sentiment, and satisfaction metrics.
  • Continuously monitor customer feedback to detect emerging trends and issues and conduct in-depth analyses to identify successes and areas for improvement.
  • Address and resolve issues related to the feedback process, collaborating with the engineering team as necessary.
  • Identify integration points within the company's customer journey, considering the unique needs of each business line and ensuring alignment with business objectives.
  • Apply best practices in survey design and ensure surveys are maintained and updated promptly.
  • Discover innovative ways to enhance customer support and service.
  • Design and execute customer experience enhancement initiatives that support business goals and priorities.

GEICO provides a range of insurance products, with a primary focus on auto insurance. The company sells policies directly to consumers, which allows them to offer lower rates by eliminating intermediaries like brokers. Customers can obtain quotes, manage their policies, and file claims through GEICO's user-friendly website. In addition to auto insurance, GEICO also covers motorcycles, ATVs, RVs, as well as home and renters insurance. What sets GEICO apart from its competitors is its strong online presence and memorable advertising campaigns that enhance brand recognition and customer loyalty. The goal of GEICO is to simplify the insurance process for its customers while providing competitive rates and comprehensive coverage options.

Company Stage

Acquired

Total Funding

N/A

Headquarters

Tulsa, Oklahoma

Founded

N/A

Simplify Jobs

Simplify's Take

What believers are saying

  • GEICO's strong financial performance, as evidenced by its recent $1.78 billion profit in Q2, indicates robust business health and growth potential.
  • The company's new fan engagement platform with MLB could enhance brand visibility and customer engagement.
  • Recognition of military service members through awards highlights GEICO's commitment to community and social responsibility, potentially attracting a loyal customer base.

What critics are saying

  • Allegations of discriminatory practices and ongoing legal challenges could damage GEICO's reputation and lead to financial penalties.
  • The competitive landscape in the insurance industry, with strong players like State Farm and Progressive, requires continuous innovation to maintain market share.

What makes Geico unique

  • GEICO's direct-to-consumer model allows it to offer competitive rates by eliminating intermediaries, unlike many traditional insurance companies.
  • The company's extensive online presence and user-friendly website provide a seamless customer experience for managing policies and filing claims, setting it apart from competitors.
  • GEICO's memorable advertising campaigns have significantly boosted brand recognition and customer loyalty, a competitive edge in the crowded insurance market.