Customer Research Senior Specialist

The Customer Research Senior Specialist is responsible for managing the operational infrastructure that supports UL Solutions' Voice of Customer program. This role oversees survey deployment, platform administration, customer feedback operations, dashboard support, data governance, reporting processes, issue resolution, and continuous improvement initiatives. The position works closely with Customer Research, IT, regional stakeholders, and external vendors to ensure efficient, scalable, and high-quality customer experience operations.

QUALIFICATIONS:

- Primary - Hands-on experience administering an enterprise feedback management platform (Forsta preferred) including survey configuration, respondent file management, invitation deployment, reporting, platform troubleshooting, and governance activities.

- Bachelor's degree in Business, Marketing, Customer Experience, Market Research, Information Systems, Statistics, or a related field.
- 5-7 years of experience supporting Customer Experience (CX), Voice of Customer (VoC), Market Research Operations, Customer Insights Operations, or Customer Feedback Management programs.
- Experience administering enterprise customer feedback or survey management platforms.
- Experience managing survey deployment, invitation management, reminder scheduling, respondent file processing, and quality assurance activities.
- Experience supporting customer feedback programs across multiple business units, regions, or countries.
- Experience working with customer feedback data, reporting processes, and dashboard administration.
- Strong Excel skills, including data validation, lookups, pivots, and quality assurance processes.
- Experience in investigating operational issues and coordinating resolutions with internal and external stakeholders.
- Strong organizational skills with the ability to manage multiple recurring processes and deadlines simultaneously.

PREFERRED QUALIFICATIONS:

- Direct experience with Forsta Experience Management (Forsta Plus, Forsta EFM, Forsta Surveys, Studio, and Reporting) strongly preferred.
- Experience administering customer experience dashboards and reporting solutions such as Power BI.
- Experience with Salesforce Service Cloud or other customer case management platforms.
- Experience managing multilingual survey deployment and translation workflows.
- Experience working with SFTP file transfers, customer contact files, and automated data feeds.
- Experience supporting Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), or Voice of Customer programs.
- Experience with customer experience platforms such as Forsta, Qualtrics, Medallia, Alchemer, or Confirmit.
- Familiarity with process automation tools
- Experience working in a global or matrixed organization.

Ideal Candidate Profile

- The successful candidate will:
- Be highly detail-oriented and process-driven.
- Enjoy managing operational workflows and recurring business processes.
- Have strong troubleshooting and problem-solving skills.
- Be comfortable balancing routine operational activities with project-based work.
- Demonstrate excellent stakeholder communication skills.
- Be proactive in identifying automation and efficiency opportunities.
- Thrive in a global environment supporting multiple languages, regions, and customer experience programs.

Technical Skills

- Forsta Enterprise Feedback Management (highly preferred)
- Power BI
- Microsoft Excel (Advanced)
- Salesforce Service Cloud
- SharePoint
- Power Automate
- SFTP / File Transfer Management
- Survey Testing and QA
- Data Quality Management
- Dashboard Administration