**Experienced Full Stack Senior Consultant – Voice of Customer Management (Customer Research) at blithequark**

Are you a seasoned professional with a passion for driving business strategy through innovative product development and advancing strategic partnerships to protect customers (and their pets)? Do you thrive in a collaborative environment where customer advocacy and innovation are at the forefront? If so, we invite you to join blithequark, a Fortune 100 company that puts its customers at the center of everything we do. At blithequark, "on your side" goes beyond just words. Our customers are at the heart of our mission, and we're looking for associates who share our passion for delivering extraordinary care. As a Senior Consultant with expertise in customer research and voice of customer (VOC), you'll play a critical role in helping us drive customer insights and foster collaboration across business units. **About blithequark** blithequark is a leading provider of insurance and financial services, with a rich history of innovation and customer-centricity. Our commitment to putting customers first has earned us a reputation as one of the most trusted and respected companies in the industry. With a diverse range of products and services, we're dedicated to helping our customers achieve their goals and protect their loved ones. **Job Description Summary** Do you love mining data for insight that will propel an always improving customer experience? If you possess both strategic and analytic capabilities, can push boundaries and reimagine ways to bring the voice of the customer to life at blithequark, we want to know more about you! As a Senior Consultant, your work will advance blithequark's mission to be the most customer-centric protection company. You'll have opportunities to aggregate customer data and feedback from a variety of sources to find opportunities and share impactful insights to improve and drive customer engagement and lifetime value. **Key Responsibilities** * Develops and provides solutions to providing a continuous positive customer experience. Enable associates, business units, and partners with the best intelligence and insights that drive innovative experiences for customers and distribution partners. * Collaborates with Finance and Strategy to identify metrics to track and report, including customer scorecard, state of the customer report, metrics, and targets for specific initiatives; coordinates with business units and Enterprise Analytics to optimize Voice of the Customer spend. * Leads, analyzes, and prepares the qualitative and quantitative data from feedback loops and interprets customer feedback to identify themes, insights, and implications that provide a comprehensive view of customers' perceptions of blithequark. Creates clear and compelling reports that drive action. * Drives strategy around customer experience competitive intelligence for blithequark. Identifies sources of advantages through industry assessment and competitive analysis and disseminates key insights to business partners. * Ensures successful deployment of the customer feedback management system to transform a multitude of customer interactions into customer intelligence that can significantly accelerate blithequark's ability to improve the customer experience and improve operational efficiencies. Ensures blithequark achieves the expected financial benefit through this engagement. * Cultivates strong business partner relationships and helps them identify needs around customer experience and data analysis; assists business with insights that aid in prioritizing initiatives that deliver the most value to their organization. * Partners with key internal partners (Marketing, Product, blithequark Technology) to help prioritize initiatives based on customer insights. * Manages the budget with VP oversight: supports VP with management of contracts/relationships with key external vendors. **Typical Skills and Experiences** * Education: Bachelor's degree * Experience: Eight or more years of progressive experience delivering valuable and impactful customer insights; experience applying human-centered design and innovation frameworks to transform customer experience. * Knowledge, Abilities, and Skills: + Maintain a high level of expertise on external trends and practices related to customer experience measurement and standard methodologies across and outside our industry. + Display breadth and depth of knowledge regarding the field and data analysis. + Ability to partner optimally with key external vendors to establish and maintain strong relationships to ensure the expectations of blithequark are met. + Familiar with a variety of quantitative and qualitative research tools and the best methods for reaching customers and analyzing behavior. + Ability to work cross-functionally and support multiple projects at the same time. + Impactful verbal and written communication skills. + Willing to take action, customer-focused, with effective prioritization, goal-setting, and project management skills. **Work Environment and Company Culture** blithequark is committed to creating an inclusive culture where everyone feels challenged, appreciated, respected, and engaged. We celebrate diversity and are dedicated to providing a workplace that is free from discrimination and harassment. Our company values include: * Customer-centricity: We put our customers at the center of everything we do. * Innovation: We're committed to driving innovation and staying ahead of the curve. * Collaboration: We work together to achieve our goals and deliver exceptional results. * Integrity: We operate with integrity and transparency in all our interactions. **Compensation, Perks, and Benefits** We offer a comprehensive benefits package that includes: * Medical, dental, and vision insurance * Life insurance * Short- and long-term disability coverage * Paid time off with a minimum of 18 days per year * Nine paid holidays * 8 hours of Lifetime paid time off * 8 hours of Unity Day paid time off * 401(k) with company match * Company-paid pension plan * Business casual attire * And more! **Career Growth Opportunities and Learning Benefits** At blithequark, we're committed to helping our employees grow and develop their careers. We offer a range of learning and development opportunities, including: * Training and development programs * Mentorship and coaching * Leadership development programs * Cross-functional training and development * And more! **How to Apply** If you're a motivated and customer-focused professional with a passion for driving business strategy through innovative product development and advancing strategic partnerships, we invite you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you! **Equal Opportunity Employer** blithequark is an equal opportunity employer and celebrates diversity and inclusion in the workplace. We prohibit discrimination and harassment and afford equal employment opportunities to employees and applicants without regard to any characteristic (or classification) protected by applicable law. **Smoke-Free Policy** blithequark is a smoke-free company and complies with the Iowa Smokefree Air Act. Smoking is prohibited in all enclosed areas on or around company premises as well as company-issued vehicles. The company offers designated smoking areas in which smoking is permitted at each individual location. **NY Residents** For NY residents, please review the following state law information: Notice of Employee Rights, Protections, and Obligations LS740 (ny.gov) https://dol.ny.gov/system/files/documents/2022/02/ls740_1.pdf **Note to Employment Agencies** We value the partnerships we have built with our preferred vendors. blithequark does not accept unsolicited resumes from employment agencies. All resumes submitted by employment agencies directly to any blithequark employee or hiring manager in any form without a signed blithequark Client Services Agreement on file and search engagement for that position will be deemed unsolicited in nature. No fee will be paid in the event the candidate is subsequently hired as a result of the referral or through other means.