VOC Insights Manager

Job Title: Consumer Insights ManagerLocation:Englewood Cliffs New JerseyDuration: 6 month Temp to HirePay Range: $50-55/hr (W2)About TSRTSR is a trusted staffing and workforce solutions partner with more than 50 years of experience delivery highly qualified talent to support clients' most critical business and technology initiatives. Through a disciplined approach to sourcing, candidate vetting, and delivery, TSR helps organizations scale teams quickly while maintaining quality and reliability. TSR operates with a global delivery model, leveraging specialized teams to support enterprise clients across North America and beyond.In June 2024, TSR was acquired by Justin Christian, founder and CEO of BCforward, a global provider of professional services and workforce solutions. This partnership expands TSR's ability to deliver broader capabilities, global delivery resources, and enhanced opportunities for both clients and consultants.Job DescriptionWe are seeking a Voice of Customer (VOC) Insights Manager to join our dynamic team. The ideal candidate will have strong experience in primary research design, data analysis, and storytelling and a proven ability to translate consumer data into actionable insights that drive marketing and business strategy.Key ResponsibilitiesVOC Data Collection & Platform ManagementConfigure, manage, and optimize VOC data feeds across digital touchpointsMonitor data flow health, completeness, and accuracyTroubleshoot ingestion issues and coordinate with IT and QualtricsEnsure consistent tagging, taxonomy, and data governance across sourcesText Analytics & Model ManagementDevelop and maintain NLP-based categorization models and sentiment frameworksBuild and refine VOC taxonomies aligned to business use casesConduct ongoing model tuning, validation, and performance monitoringImplement scalable approaches to model updates and retrainingVOC Analysis & Insight DevelopmentAnalyze VOC data to identify experience drivers, root causes, and emerging issuesSynthesize structured and unstructured feedback into clear insightsIdentify patterns and trends to inform CX improvements and prioritizationConnect VOC insights with digital performance metrics where relevantReporting, Dashboards & StorytellingBuild and maintain VOC dashboards within Qualtrics and related toolsDeliver executive-ready summaries and deep-dive analysesTranslate complex data into clear, actionable narrativesPrepare and deliver recurring and ad hoc business readoutsStakeholder Engagement & EnablementPartner with eCommerce, Marketing, Product, and CX teams to address business needsProvide ongoing advisory support and respond to ad hoc requestsConduct platform demos, training sessions, and enablement workshopsDrive adoption of VOC tools through self-service dashboards and best practicesCapabilities/QualificationsBachelor's degree from a reputable university3+ years in a technical, consulting, or client-facing roleSelf-starter with the ability to manage multiple projects in a fast-paced environmentDetail-oriented with strong prioritization skillsExperience in Market Research, Business Analysis, Data Analysis and/or Linguistic StudiesExperience with text analytics and statistical modeling techniquesStrong ability to translate data into clear visuals and dashboardsExperience collaborating with operational leaders to identify challenges and opportunityExcellent communication skills, both written and verbalProven analytical skills with a focus on delivering actionable insightsFamiliarity with software and front-end development is a plusWhy TSR?At TSR, we believe in advancing lives and careers. When you join our team, you gain access to:Competitive compensation and benefits.Opportunities for growth with global clients.A supportive, inclusive culture that values innovation and people.Exposure to cutting-edge technologies and projects.About Our CommitmentTSR is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or veteran status.Interested? Apply Now!If this sounds like the right opportunity for you, please apply with your most recent resume.