• Director, Voice of the Customer (VoC)

    Principal Financial Group (Des Moines, IA)


    What You'll Do

     

    Principal is hiring for an experienced VoC leader to take our customer listening initiatives to the next level! The leader will oversee development and management of a comprehensive VoC program, listening strategy, implementation and elevate the customer's voice in key strategic decisions by leveraging VOC insights.

    Key Responsibilities:

    + Develop VoC strategy: Lead the strategy, development, and evolution of Principal’s voice of the customer program. Implement data collection methods such as surveys and feedback forms. Consolidate customer feedback data with other transactional, operational, and behavioral sources of data to paint a clear picture of experience drivers.

    + Lead VoC program governance: Establish processes for overall governance to prioritize efforts across businesses. Develop a robust closed-loop feedback process to ensure timely follow-up on customer concerns. Set the vision for data-driven tools, reports, and dashboards that provide real-time and easy access to customer feedback across the organization. Help build VoC roadmaps and work closely with cross-functional teams to ensure timely and successful launch and completion of projects.

    + Analyze and implement Customer Feedback: Develop standards, frameworks, and strategies to consistently monitor customer feedback to spot emerging trends and issues. Collaborate with research and analytics teams on in-depth analysis to pinpoint successes and areas for improvement in customer experience.

    + An agile mindset: Collaborate with different teams including product, engineering, marketing, data & analytics to improve customer experience. Facilitate an iterative process to identify what the organization wants the VoC program to achieve, and then define a formal goal and milestones. The leader will look for signs the program is working well or needs adjustment, and be willing to dynamically improve the approach over time.

    + Assess VoC Initiative Efficiency: Analyze Customer Experience survey data and feedback sources to drive decision-making. Develop comprehensive dashboards for customer insights.

    + Stay abreast with Industry Trends and Best Practices: Continuously learn about new tools, techniques, and approaches for collecting and analyzing customer feedback.

    + Manage the VoC Team: Lead and mentor a team of CX and VOC strategists.

    + Advocate for the Customer: Represent the customer perspective in decision-making processes and ensure that customer needs are prioritized. Lead change management initiatives to ensure VoC programs deliver tangible business impacts.

    Who You Are

    + Bachelor’s degree in business, Marketing, or a related field, or equivalent experience. Advanced degrees or certifications in customer experience management are preferred.

    + 8+ years in leading a voice of the customer program or related roles. Experience in leading cross-functional teams and managing large-scale projects.

    + Strong analytical skills with the ability to interpret complex data and provide actionable insights. Experience with statistical analysis and data visualization tools.

    + Strong verbal and written communication abilities. Capable of presenting findings and recommendations to senior leadership and collaborators.

    + Proven leadership skills with the ability to encourage and motivate teams. Experience in mentoring and developing team members.

    + Deep understanding of customer needs and behaviors. Ability to develop and implement strategies that improve customer happiness and dedication.

    + Demonstrated ability in solving difficulties creatively and strategically. Experience in recognizing and tackling customer struggles.

    + Experience in managing multiple projects simultaneously. Ability to prioritize tasks and meet deadlines in a fast-paced environment.

    + P​roven experience on driving adoption and stakeholder management. Ability to work effectively with cross-functional teams. Strong interpersonal skills and the ability to build relationships with collaborators.

    + Proficiency in Qualtrics VOC and Conversational Analytics platforms, including survey design, omni-channel data integration, analysis, and reporting. Familiarity with other customer experience management tools and software is a plus.

    + Financial industry experience is a plus.

     

    Salary Range Information

     

    Salary ranges below reflect targeted base salaries. Non-sales positions have the opportunity to participate in a bonus program. Sales positions are eligible for sales incentives, and in some instances a bonus plan, whereby total compensation may far exceed base salary depending on individual performance. Actual compensation for all roles will be based upon geographic location, work experience, education, licensure requirements and/or skill level and will be finalized at the time of offer.

     

    Salary Range (Non-Exempt expressed as hourly; Exempt expressed as yearly)

     

    $137000 - $185000 / year

     

    Time Off Program

     

    Flexible Time Off (FTO) is provided to salaried (exempt) employees and provides the opportunity to take time away from the office with pay for vacation, personal or short-term illness. Employees don’t accrue a bank of time off under FTO and there is no set number of days provided.

     

    Pension Eligible

     

    Yes

     

    Additional Information

     

    Work Authorization/Sponsorship

     

    At this time, we're not considering applicants that need any type of immigration sponsorship (additional work authorization or permanent work authorization) now or in the future to work in the United States. This includes, but IS NOT LIMITED TO: F1-OPT, F1-CPT, H-1B, TN, L-1, J-1, etc. For additional information around work authorization needs please use the following links.

     

    Nonimmigrant Workers (https://www.uscis.gov/working-in-the-united-states/temporary-nonimmigrant-workers) and Green Card for Employment-Based Immigrants (https://www.uscis.gov/green-card/green-card-eligibility/green-card-for-employment-based-immigrants)

     

    Investment Code of Ethics

     

    For Principal Asset Management positions, you’ll need to follow an Investment Code of Ethics related to personal and business conduct as well as personal trading activities for you and members of your household. These same requirements may also apply to other positions across the organization.

    Experience Principal

    At Principal, we value connecting on both a personal and professional level. Together, we’re imagining a more purpose-led future for financial services – and that starts with you. Our success depends on the unique experiences, backgrounds, and talents of our employees. And we support our employees the same way we support our customers: with comprehensive, competitive benefit offerings crafted to protect their physical, financial, and social well-being. Check out our careers site (https://www.principal.com/about-us/careers) to learn more about our purpose, values and benefits.

     

    Principal is an Equal Opportunity Employer

     

    All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

     

    Posting Window

     

    We will accept applications for 3 full days following the Original Posting Date, after which the posting may remain open or be removed based upon applications received. If we choose to post the job again, we will accept additional applications for at least 1 full day following the Most Recently Posted Date. Please submit applications in a timely manner as there is no guarantee the posting will be available beyond the applicable deadline.

     

    Original Posting Date

     

    5/19/2025

     

    Most Recently Posted Date

     

    5/19/2025

     

    LinkedIn Remote Hashtag

     

    \#LI-Remote