Customer Research Senior Specialist

JOB DESCRIPTION
The Customer Research Senior Specialist is responsible for managing the operational infrastructure that supports UL Solutions' Voice of Customer program. This role oversees survey deployment, platform administration, customer feedback operations, dashboard support, data governance, reporting processes, issue resolution, and continuous improvement initiatives. The position works closely with Customer Research, IT, regional stakeholders, and external vendors to ensure efficient, scalable, and high-quality customer experience operations.
RESPONSIBILITIES
JOB RESPONSIBILITIES:

• Lead the day-to-day administration and execution of UL Solutions' global Customer Experience and Voice of Customer programs, ensuring surveys, dashboards, and operational processes run effectively and efficiently.
• Manage the end-to-end deployment of customer surveys, including survey setup, testing, invitation and reminder scheduling, respondent file management, quality assurance, and launch readiness.
• Administer the Forsta Experience Management platform, including survey configuration, user management, troubleshooting, governance, enhancements, and coordination with external vendors and internal technology teams.
• Own recurring CX operational processes such as survey file uploads, SFTP management, contact database validation, bounce-back monitoring, survey resend requests, and survey deployment reporting.
• Monitor customer feedback channels and case management processes, ensuring customer concerns are routed appropriately, follow-up actions are completed, and operational issues are resolved in a timely manner.
• Serve as the first point of contact for customer experience platform, survey, reporting, and data-related issues, leading investigation, root cause analysis, and resolution activities.
• Support and administer CX reporting solutions, including Power BI dashboards, user access management, report validation, report distribution, and ongoing dashboard maintenance.
• Manage data quality and governance processes by auditing customer data, validating survey populations, maintaining background variables, and ensuring accurate reporting outputs.
• Coordinate survey localization activities, including translation management, quality assurance reviews, and deployment of multilingual customer surveys and communications.
• Partner with business stakeholders, regional teams, IT, and external vendors to implement customer experience programs, enhancements, and operational improvements across the organization.
• Develop, maintain, and improve operational documentation, standard operating procedures, governance processes, and training materials to support consistency and scalability of CX operations.
• Manage access controls, distribution lists, reporting permissions, and platform governance activities to ensure compliance with corporate policies and data privacy requirements.
• Support quarterly and ad hoc reporting activities by preparing data files, validating results, creating visualizations, and assisting with report production and distribution.
• Drive continuous improvement and automation initiatives designed to reduce manual effort, improve operational efficiency, increase data quality, and enhance the customer experience measurement ecosystem.

QUALIFICATIONS
QUALIFICATIONS:

• Primary - Hands-on experience administering an enterprise feedback management platform (Forsta preferred) including survey configuration, respondent file management, invitation deployment, reporting, platform troubleshooting, and governance activities.

• Bachelor's degree in Business, Marketing, Customer Experience, Market Research, Information Systems, Statistics, or a related field.
• 5-7 years of experience supporting Customer Experience (CX), Voice of Customer (VoC), Market Research Operations, Customer Insights Operations, or Customer Feedback Management programs.
• Experience administering enterprise customer feedback or survey management platforms.
• Experience managing survey deployment, invitation management, reminder scheduling, respondent file processing, and quality assurance activities.
• Experience supporting customer feedback programs across multiple business units, regions, or countries.
• Experience working with customer feedback data, reporting processes, and dashboard administration.
• Strong Excel skills, including data validation, lookups, pivots, and quality assurance processes.
• Experience in investigating operational issues and coordinating resolutions with internal and external stakeholders.
• Strong organizational skills with the ability to manage multiple recurring processes and deadlines simultaneously.

PREFERRED QUALIFICATIONS:

• Direct experience with Forsta Experience Management (Forsta Plus, Forsta EFM, Forsta Surveys, Studio, and Reporting) strongly preferred.
• Experience administering customer experience dashboards and reporting solutions such as Power BI.
• Experience with Salesforce Service Cloud or other customer case management platforms.
• Experience managing multilingual survey deployment and translation workflows.
• Experience working with SFTP file transfers, customer contact files, and automated data feeds.
• Experience supporting Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), or Voice of Customer programs.
• Experience with customer experience platforms such as Forsta, Qualtrics, Medallia, Alchemer, or Confirmit.
• Familiarity with process automation tools
• Experience working in a global or matrixed organization.

Ideal Candidate Profile

• The successful candidate will:
• Be highly detail-oriented and process-driven.
• Enjoy managing operational workflows and recurring business processes.
• Have strong troubleshooting and problem-solving skills.
• Be comfortable balancing routine operational activities with project-based work.
• Demonstrate excellent stakeholder communication skills.
• Be proactive in identifying automation and efficiency opportunities.
• Thrive in a global environment supporting multiple languages, regions, and customer experience programs.

Technical Skills

• Forsta Enterprise Feedback Management (highly preferred)
• Power BI
• Microsoft Excel (Advanced)
• Salesforce Service Cloud
• SharePoint
• Power Automate
• SFTP / File Transfer Management
• Survey Testing and QA
• Data Quality Management
• Dashboard Administration

ABOUT US
A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers' product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers' products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.