Full-Time

Senior VOC Researcher

UX Research

Posted on 9/9/2024

Geico

Geico

10,001+ employees

Direct-to-consumer auto and home insurance

Financial Services

Compensation Overview

$102k - $168kAnnually

Senior

No H1B Sponsorship

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
SQL
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
  • Bachelor’s Degree in Marketing, Business Administration, Psychology, Statistics, or equivalent years of experience in research
  • Strong expertise in both qualitative and quantitative research methods, including surveys, interviews, and data analysis
  • Proficient in data analysis and visualization tools, such as PowerBI
  • Experience using Qualtrics CX suite or similar
  • Experience with SQL queries preferred
  • Strong analytical and problem-solving skills, deep understanding and empathy for customer needs and behaviors
  • Demonstrated ability to influence cross-functional teams and drive user-centric decisions
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, and offers 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 company's goal 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

1936

Simplify Jobs

Simplify's Take

What believers are saying

  • Expansion into North Texas boosts GEICO's commercial insurance capabilities.
  • AI integration in claims processing reduces costs and improves operational efficiency.
  • Growing demand for cybersecurity insurance presents new product opportunities for GEICO.

What critics are saying

  • Regulatory scrutiny and penalties for data breaches may harm GEICO's reputation.
  • Departure of key marketing personnel could disrupt customer acquisition strategies.
  • Unresolved claims, like the stolen car case, may lead to negative publicity.

What makes Geico unique

  • GEICO's direct-to-consumer model offers competitive rates by eliminating intermediaries.
  • Strong online presence allows easy policy management and claims filing for customers.
  • Memorable advertising campaigns enhance brand recognition and customer loyalty.

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