VOC & Knowledge Management Specialist

GuideWell Source

. Design and refine VoC instruments, including survey questionnaires, listening-program intercepts, qualitative protocols, and recurring tracker waves .

Posted 9/15/2026full-timeUnited StatesMid-LevelSenior💰 $77,600 - $126,100 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Voice of Customer (VoC) methodologies, including instrument design and vendor partnership, while effectively managing enterprise-scale knowledge assets and insights repositories. Proficient in curating analytical frameworks and ensuring data quality across VoC programs.

Highest-signal resume keywords

Voice Of Customer (VoC) MethodologyInstrument DesignKnowledge Management (KM) PlatformsInsights Repository ManagementVendor Partnership

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Survey Questionnaire DesignData Quality EvaluationQualitative Protocol DevelopmentAnalytical FrameworksSampling TechniquesFielding VoC ProgramsSynthesis of VoC InsightsDocumentation DisciplineMetadata StandardsTaxonomy Development

Soft Skills

CoachingCollaborationCommunication

Tools & Technologies

MedalliaQualtricsForstaStravitoBloomfireConfluenceSharePointNotion

Industry Keywords

Customer ExperienceMarket ResearchBehavioral ScienceHealthcare PayerHealthcare ProviderHIPAA Compliance

About the role

Key responsibilities & impact

Design and refine VoC instruments, including survey questionnaires, listening-program intercepts, qualitative protocols, and recurring tracker waves
Support recurring VoC programs such as CMX tracker, NPS/CSAT/CES feedback, listening-program waves, and ad-hoc VoC studies
Run fielding, monitor response quality, partner with vendors, and help shape business-facing synthesis
Own the insights repository, including taxonomy, metadata standards, hygiene rules, and architecture
Maintain the function’s decisions journal, documenting decisions, supporting evidence, and business outcomes
Curate methodology and instrument libraries, playbooks, analytical frameworks, vendor scientific QA standards, and recurring research designs
Partner with VoC vendor platforms and knowledge-management tooling, owning relationships, configuration, and standards
Run institutional-memory rituals including project intake, project closeout, knowledge handoffs, and onboarding
Partner across the function to capture and curate work as it ships
Coach peers and analysts on VoC craft, documentation discipline, repository hygiene, and decision-journal practice

Requirements

What you’ll need

6+ years related work experience in VoC, insights, research, market research, customer experience, or knowledge management in an enterprise or consultancy setting
Related Bachelor’s degree or additional related equivalent work experience in Marketing Research, Behavioral Science, Statistics, Quantitative Psychology, Library and Information Science, Knowledge Management, Information Science, Communications, Business, or a related discipline
4+ years hands-on VoC craft, including instrument design, fielding, vendor partnership, and synthesis on recurring VoC programs
3+ years building enterprise-scale knowledge assets such as insights repositories, decisions journals, methodology and instrument playbooks, or comparable knowledge infrastructure
2+ years of tooling experience across VoC platforms and KM platforms
Experience with VoC platforms such as Medallia, Qualtrics, Forsta, or comparable systems
Experience with KM platforms such as Stravito, Bloomfire, Confluence, SharePoint, Notion, or comparable systems
Ability to design instruments addressing sampling, wording, response options, and data quality
Ability to evaluate VoC output and challenge weak inference
Master’s degree in a related discipline preferred
Healthcare payer or provider experience preferred, including exposure to Medicare, ACA, group/employer, or patient populations
Experience operating an enterprise-scale VoC program preferred
Experience standing up or operating an enterprise-scale insights repository or decisions journal preferred
Experience with insights-specific repository platforms preferred
Experience building enterprise onboarding paths or knowledge-handoff rituals preferred
Familiarity with HIPAA / PHI handling considerations preferred

Benefits

Comp & perks

Medical, dental, vision, life and global travel health insurance
Short- and long-term disability programs
Leave programs to support personal circumstances
Retirement Savings Plan including employer match
Paid time off
Volunteer time off
10 holidays
2 well-being days
Additional voluntary benefits
Comprehensive wellness program
Opportunities for incentive or commission compensation
Annual reviews with pay-for-performance considerations for base pay increases