VOC Insights Manager

Job Title: Consumer Insights Manager

Location: Englewood Cliffs New Jersey

Duration: 6 month Temp to Hire

Pay Range: $50-55/hr (W2)

About TSR

TSR 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 Description

We 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 Responsibilities

VOC Data Collection & Platform Management

• Configure, manage, and optimize VOC data feeds across digital touchpoints


• Monitor data flow health, completeness, and accuracy


• Troubleshoot ingestion issues and coordinate with IT and Qualtrics


• Ensure consistent tagging, taxonomy, and data governance across sources

Text Analytics & Model Management

• Develop and maintain NLP-based categorization models and sentiment frameworks


• Build and refine VOC taxonomies aligned to business use cases


• Conduct ongoing model tuning, validation, and performance monitoring


• Implement scalable approaches to model updates and retraining

VOC Analysis & Insight Development

• Analyze VOC data to identify experience drivers, root causes, and emerging issues


• Synthesize structured and unstructured feedback into clear insights


• Identify patterns and trends to inform CX improvements and prioritization


• Connect VOC insights with digital performance metrics where relevant

Reporting, Dashboards & Storytelling

• Build and maintain VOC dashboards within Qualtrics and related tools


• Deliver executive-ready summaries and deep-dive analyses


• Translate complex data into clear, actionable narratives


• Prepare and deliver recurring and ad hoc business readouts

Stakeholder Engagement & Enablement

• Partner with eCommerce, Marketing, Product, and CX teams to address business needs


• Provide ongoing advisory support and respond to ad hoc requests


• Conduct platform demos, training sessions, and enablement workshops


• Drive adoption of VOC tools through self-service dashboards and best practices

Capabilities/Qualifications

• Bachelor's degree from a reputable university


• 3+ years in a technical, consulting, or client-facing role


• Self-starter with the ability to manage multiple projects in a fast-paced environment


• Detail-oriented with strong prioritization skills


• Experience in Market Research, Business Analysis, Data Analysis and/or Linguistic Studies


• Experience with text analytics and statistical modeling techniques


• Strong ability to translate data into clear visuals and dashboards


• Experience collaborating with operational leaders to identify challenges and opportunity


• Excellent communication skills, both written and verbal


• Proven analytical skills with a focus on delivering actionable insights


• Familiarity with software and front-end development is a plus

Why 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 Commitment

TSR 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.