Principal Customer Experience Strategist

Why UKG:

At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.

We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters-and so do you.

Role Overview:

The Voice of the Customer (VoC) Lead ensures customer feedback, sentiment, and insight meaningfully inform how experiences are designed and improved across UKG.

This role combines hands-on customer research with cross-channel synthesis. The VoC Lead conducts targeted research and feedback activities where deeper understanding is needed, while also connecting and synthesizing customer insight that already exists across the organization. They translate customer voice into clear, actionable guidance that influences experience strategy and decision-making.

This role focuses on building strong, shared practices for applying customer insight, beginning with the experiences where it can have the greatest impact.

Key Responsibilities:

• Conduct targeted customer research and feedback

• Plan and conduct qualitative research such as interviews, surveys, and feedback sessions to address specific experience questions

• Design feedback mechanisms to gather customer sentiment at key moments

• Validate assumptions and explore emerging themes where existing insight is insufficient

• Synthesize customer feedback across channels

• Bring together customer feedback from multiple sources, including research, surveys, community engagement, communications, events, and customer-facing teams

• Identify themes, patterns, and experience-level insights across touchpoints

• Translate fragmented inputs into a coherent view of customer experience

• Translate insight into action

• Partner with cross-functional teams to apply customer insight to experience and service improvements

• Ensure customer sentiment and perspective are considered alongside performance and usage data

• Help teams understand what customer feedback means for decisions they are making

• Establish shared practices for using customer insight

• Improve consistency in how customer feedback is captured, interpreted, and shared

• Create lightweight, repeatable approaches for synthesizing qualitative and quantitative insight

• Enable teams to reference a shared understanding of customer experience when planning changes

• Elevate and close the customer feedback loop

• Translate customer insight into clear, compelling narratives that build empathy and understanding across the organization

• Act as an internal advocate for the customer perspective in experience, service, and strategy conversations

• Partner with content, engagement, and leadership teams to surface customer stories, themes, and signals at the right moments

• Ensure customer feedback is communicated back to customers in visible, meaningful ways that demonstrate impact

Outcomes:

• Customer insight is consistently referenced in experience and service decisions

• Research and feedback fill meaningful gaps in understanding without duplicating existing efforts

• Teams share a clearer, more consistent understanding of customer sentiment and needs

• Feedback from different channels is synthesized rather than isolated or anecdotal

• Experience improvements are better informed by customer reality

• Customers feel heard and see evidence that their input matters

• Customer perspective is actively advocated for across the organization through clear, compelling storytelling that builds empathy, shapes priorities, and influences decision-making at all levels

Basic Qualifications:

• 9+ years of experience in voice of the customer, customer research, experience management, or related roles

• Strong qualitative research skills, including interviewing, synthesis, and insight storytelling

• Comfort interpreting quantitative data in partnership with analytics teams

• Proven ability to translate customer insight into actionable recommendations

Preferred Qualifications:

• Experience working cross-functionally with product, CX, and customer-facing teams

• Strong communication and storytelling skills

• A collaborative, systems-oriented mindset and comfort influencing without direct authority

Company Overview:

UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.

Equal Opportunity Employer:

UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.

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UKG participates in E-Verify. View the E-Verify posters here ( .

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Disability Accommodation in the Application and Interview Process:

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email [email protected] .

The pay range for this position is $115,100 to $165,450. The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location. In addition to base pay, employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation. Learn more about UKG's benefits and rewards at

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