Sr Manager, VOC Insights and Analytics (Hybrid, Webster or Boston)

At Mapfre, we're looking for a strategic, data-driven leader to transform customer feedback, operational data, and behavioral insights into actions that improve customer experience, retention, loyalty, and business performance.

As the Senior Manager, Customer Insights & Voice of the Customer Analytics, you'll serve as our customer intelligence leader, helping business leaders understand what customers are experiencing, why it matters, and where opportunities exist to drive meaningful business results.

This highly visible role combines advanced analytics, executive storytelling, and people leadership. You'll lead complex analyses, manage and develop a Senior Data Analyst, and help shape the future of Mapfre's customer intelligence and Voice of the Customer programs.

What You'll Do

• Lead Mapfre's Customer Intelligence and Voice of Customer programs, transforming customer feedback, behavioral, operational, and business data into actionable insights.
• Identify customer trends, opportunities, risks, and experience gaps while developing insights that connect customer experience, retention, loyalty, and business performance.
• Evolve customer listening programs, including NPS, customer satisfaction, relationship, and journey surveys, into actionable business intelligence.
• Analyze customer, operational, behavioral, and survey data using advanced analytical techniques, including segmentation, retention, driver, root cause, and journey analysis.
• Develop dashboards, scorecards, reporting frameworks, and analytical models that support business performance and decision-making.
• Partner with Data, BI, and Analytics teams to advance Customer 360 capabilities and enterprise customer intelligence strategies.
• Translate complex findings into clear recommendations that influence strategic decisions and measurable business outcomes.
• Lead executive reporting and develop compelling presentations, insights, and recommendations for senior leadership.
• Serve as a trusted advisor by connecting customer insights to business performance, customer experience, and growth opportunities.
• Manage and develop a Senior Data Analyst while establishing best practices for analytics, reporting, and insight generation.
• Foster a culture of curiosity, innovation, collaboration, and customer-focused decision-making.

What You'll Bring

• 7+ years of experience in Customer Insights, Customer Analytics, Voice of Customer (VoC), Business Intelligence, or a related field.
• Proven success leading customer insight programs, influencing executive decision-making, and driving measurable business outcomes.
• Experience managing analytical talent and developing high-performing teams.
• Advanced SQL, Power BI, and Excel skills, with experience analyzing large, complex datasets from multiple sources.
• Expertise in dashboard development, executive reporting, and translating data into actionable business recommendations.
• Experience with NPS, VoC, customer feedback analytics, segmentation, journey analysis, and customer behavior insights.
• Python, R, predictive analytics, churn modeling, or retention modeling experience preferred.

Why Mapfre?

As a global insurance leader with a strong local presence, we offer more than a job — we provide a purpose-driven career where your growth, well-being, and impact truly matter.

Purpose & Culture: Join a company built on trust, collaboration, and inclusion. Our values guide everything we do, creating a workplace where people feel respected and empowered.

Career Growth: Advance your skills through tuition reimbursement, leadership programs, and internal mobility opportunities. Your development is our priority.

Social Responsibility: Contribute to meaningful initiatives through Fundación Mapfre, supporting communities and sustainability worldwide.

Pay Transparency: The typical starting salary range for this role is determined by several factors including skills, experience, education, certifications, and location. Some roles at Mapfre are eligible for commission and/or bonus earnings, in addition to salary, calculated based upon factors set forth in the compensation plan for the role.

Salary Range: $125,300 - $150,000

Benefits Highlights:

At Mapfre, we invest in our employees' well-being by offering a comprehensive benefits package, including:

• Paid Time Off (PTO): A flexible PTO program that combines vacation, personal, volunteer and sick time into one convenient bank of paid time off.

• 401(k) & Profit Sharing: Eligible employees may participate in Mapfre's 401(k) plan that includes company matching contributions up to certain amounts under the terms of the plan.

• Medical, Dental and Vision Coverage: Choice of comprehensive medical, dental and vision insurance coverage under group plans offered by the company.

• Other Benefits Include: STD, LTD, Life Insurance, FSA, HSA and various wellness programs

Benefits provided are subject to the terms and conditions of the applicable benefit plan or policy. The Company reserves the right to alter, amend, or terminate benefits in its sole discretion. To learn more about our benefit offerings please visit: https://mapfre.gobenefits.net/

If you require a reasonable accommodation during the application or selection process, please contact the Mapfre Talent Acquisition team at talentacquisition@mapfre.com. Mapfre is proud to be an Equal Opportunity Employer.

Important Notice:

The information above is intended to provide a general overview of available benefits. Eligibility, plan provisions, and coverage are governed by the terms and conditions of the applicable benefit plans and policies, which may be modified from time to time.