Voice Communications Analyst jobs in California

Pacific Life is investing in bright, agile, and diverse talent to contribute to our mission of innovating our business and creating a superior customer experience. We're actively seeking a talented Voice of Customer (VoC) Business Systems Analyst to join our Enterprise Experience Office (XO) Voice of Customer team. This is a hybrid role with the expectation of at least 2 days per week in the Newport Beach, CA office.

As an Enterprise Voice of Customer Business Systems Analyst at Pacific Life, you will play a vital role in enhancing our customer listening and understanding capabilities. You'll collaborate closely with the VOC team and broader XO to develop new listening methods and analyze existing customer data from surveys and call analytics. Leveraging Medallia, you'll ensure customer data is accessible and usable across the organization to drive operational efficiency and improve customer experience.

How you will make an impact:

• Build new web or email surveys, working cross-functionally with the requesting group and other involved teams.
• Translate customer feedback across call analytics or survey feedback into actionable insights.
• Build and refine text and speech analytics models in Medallia's topic builder to analyze unstructured data.
• Develop or update Medallia dashboards and reports.
• Support VOC program and Medallia platform maintenance.
• Assist with onboarding, training, change management, and production support for new and existing user groups.

The experience you will bring:

• 8 years of experience in gathering and documenting requirements, in the role of a Business Analyst or Systems Analyst.
• 2 years of experience in analyzing customer feedback and data for insights that drive CX improvements.
• 2 years of experience in creating and refining speech and text analytics engines and models.
• Experience with any VOC Platforms such as Medallia, Qualtrics, NICE, GetFeedback.
• Must possess strong analytical, organizational, and problem-solving skills.
• Excellent written and oral communication skills, including experience communicating with business stakeholders and system users.
• Ability to distill complex insights and business concepts into readable, well-formatted presentations and reports (i.e. Powerpoint).
• Highly driven and able to self-manage in a fast-paced environment.
• Bachelor's or Master's Degree in Business, Engineering, Computer Science, or a related field, or an equivalent combination of education and work experience.

What will make you stand out:

• Experience with Medallia specifically
• Experience in the Financial Services industry
• Experience with Salesforce Financial Services Cloud and Marketing Cloud

You belong at Pacific Life

At Pacific Life we are committed to a culture of belonging, a space where all employees areempowered to be authentic. One way we cultivate an inclusive culture is through our employee connection groups. The purpose of these employee-led groups is to offer a place to build community, connection, camaraderie, and a sense of belonging.Each group can be active in education, advocacy, recruitment, and community building throughout our organization. Learn more about our employee connection groups at https://www.pacificlife.com/home/corporate-responsibility/diversity-equity-inclusion.html.

Want to learn more about life at Pacific Life? Take an inside look at our company culture: Instagram.com/lifeatpacificlife.

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