Voice of Customer (VoC) program design, enablement and management to tie Business Objectives and Impact to CX (Customer Experience) measures like NPS, Overall Satisfaction, Quality of Interaction etc.

　　Build Voice of Customer (VoC) program from the ground up and enable Insights to Action feedback loop mechanisms and Insights based story telling reports for the Senior and Executive leaders. Apply strong experience of market research techniques and the ability to handle all stages of the project lifecycle, from proposal to presentation. Focus on both qualitative and quantitative research techniques and help connect Customer Experience (CX) metrics with Business outcomes and growth. The role will manage a team who carry diverse skillsets in the Customer Advocacy and Reporting/Analytics space. As the leader of the team, this Individual should enjoy serving as a coach/mentor for team members to help upskill/re-skill them to meet needs of the Research capability.

　　Design and lead Voice of Customer (VoC) program across Testing, Inspection & Certification (TIC) and Software & Advisory (S&A) Business.

　　Design and operationalize research strategy for our product & service portfolio across all stages of the Customer Journey.

　　Own the management & governance of research questionnaires and guides.

　　Own the requirements & prioritization of data infrastructure needs with UL IT team for research purposes.

　　Own the Research services agency management & spend.

　　Collaborate closely with Business leaders and stakeholders across TIC, S&A, and strategic functions.

　　Collaborate closely with Commercial Analytics team, Research services agency and relevant stakeholders on Insights to Action generation and application.

　　Collaborate closely with HR stakeholders to align on Employee Engagement & Experience Insights and management.

　　Collaborate closely with Brand team on Brand Insights study and findings and how they connect with VoC program output.

　　Coaching and mentoring team members to upskill/reskill them aligned with Research & Insights strategy and VoC needs.

　　Participate in relevant Industry-led CX conferences, thought leadership forums to help bring in an outside-in perspective to grow the maturity of Customer Experience at UL Solutions.

　　#LI-Hybrid

　　QUALIFICATIONS:

　　Bachelor’s or advanced degree in Business, Market Research, Statistics, or the sciences.

　　Minimum of 7-10 years’ experience within the Market Research/Customer Experience Industry.

　　Minimum of 5+ years’ experience in Global B2B Professional Services sector.

　　Minimum of 5+ years’ experience managing Research and/or Customer Experience agency partners.

　　Minimum of 3-5 years’ experience managing a team.

　　Strong analytical skills with experience in statistical modeling and analysis.

　　Prior experience with VoC/Customer Experience platforms such as Qualtrics, Medallia, Forsta, InMoment etc.

　　Superior research and analytical skills.

　　Exceptional written and oral communication skills.

　　Excellent Project Management skills with attention to detail.

　　Ability to translate complex concepts and methodologies into easily understood language.

　　Superior collaboration and interpersonal skills.

　　Adept at working across global time zones and cultures.

　　A global leader in applied safety science, UL Solutions transforms safety, security, and sustainability challenges into opportunities for customers in more than 100 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers’ product innovation and business growth.

　　The UL Certification Marks serve as a recognized symbol of trust in our customers’ products and reflect an unwavering commitment to advancing our safety mission.

　　We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future.

　　From the adoption of electrification to the enablement of 5G and new mobility, we collectively look toward new frontiers, working for a safer world.​ Our science is your advantage.

　　Mission: Working for a safer world

　　UL LLC has been and will continue to be an equal opportunity employer. To assure full implementation of this equal employment policy, we will take steps to assure that:

　　Persons are recruited, hired, assigned and promoted without regard to race, color, age, sex or gender, sexual orientation, gender identity, gender expression, transgender status, religion, creed, national origin, ethnicity, citizenship, ancestry, disability, genetic information, military or veteran status, pregnancy, marital or familial status, or any other protected category under applicable law.