Senior VoC Data Strategist

Senior Voice of Customer Data Strategist

At Alma, we are building the future of mental healthcare by supporting the people who provide it. We are seeking a Sr. VoC Data Strategist to architect the domain strategy for how we measure and interpret the customer experience. This is a senior individual contributor role  responsible for operationalizing our measurement systems and driving the cross-functional execution required for customer sentiment signals to be interpreted consistently, measured rigorously, and trusted as a decision‑ready input to drive business decisions. 

Reporting to the Director, Voice of the Customer, you will serve as the primary strategic liaison between CX, Product, and Data teams to ensure customer sentiment, behavioral signals, and operational metrics are translated into structured, decision-ready insight and executive-ready narratives, thereby enabling the organization to make data-driven decisions. You won’t just monitor sentiment; you will define the data contracts and measurement frameworks that allow the organization to evaluate impact with confidence. Your goal is to move the organization beyond answering 'What is the score?' to clarifying the fundamental strategic questions that determine whether our actions are successfully improving the customer experience.

What you’ll do:

Ultimately, you will connect disparate signals into a strategic narrative that guides executive decision-making. Specifically, you will:

• Establish a Holistic Measurement Operating Rhythm: You will define and own the best-in-class frameworks for our VoC measurement strategy and architecture. This includes ensuring diagnostic data is integrated into Alma’s monthly and quarterly business reviews (MBRs/QBRs) and collaborating with Business Intelligence (BI) to establish consistent standards for CX metrics. You will be responsible for transforming qualitative feedback (surveys, NPS, support themes) into structured, measurable data assets that provide a coherent view of the provider and client experience.

• Analyze Signals and Clarify Strategic Drivers: Adopting a true 'data strategist' mindset, you will clarify the fundamental questions the business needs to answer and define exactly what must be true in the data to answer them reliably. You will perform structured hypothesis testing under ambiguity, turning messy cross-functional problems into testable maps of possible causes. By distinguishing between perception shifts and behavioral changes, you will identify the leading indicators that help teams anticipate shifts in customer sentiment before they escalate.

• Own and Govern Data Contracts: You will serve as the connective translation layer for the organization, defining the events, taxonomies, and tagging logic required to integrate VoC signals into Alma’s data ecosystem. By partnering with Product and Engineering, you ensure new initiatives are measurable by aligning on data capture expectations from day one.

• Drive Impact Evaluation & Cross-Functional Execution: You will directly enable our 2026 goal of increasing CSAT by synthesizing signals into actionable narratives that identify why interactions fail or succeed. You will own complex workstreams in support of the VoC roadmap, including a short-term focus on elevating the Support Intelligence (QA) function by building 'turn-key' diagnostic systems that drive agent performance at scale.

Who you are:

• Experience: 7 - 10+ years in CX analytics, product analytics, data strategy, or data-adjacent roles

• Systems Thinker: A disciplined strategist able to navigate ambiguity, connect disparate data, and uncover the root performance drivers behind customer behavior

• Data Strategist Mindset: Deep understanding of data modeling and SQL logic; you are skilled at defining 'Data Contracts' to translate complex business questions into structured requirements for BI/Engineering (without needing to own dbt modeling or pipeline execution)

• Structuring the Unstructured: Proven experience defining taxonomies and NLP tagging frameworks to build data models that turn qualitative sentiment into structured operational metrics

• Influential Communicator: Exceptional ability to take complex, messy concepts and articulate them cleanly to both technical and executive audiences to influence outcomes without formal authority

• Service-Driven: Passionate about the intersection of data and service delivery, recognizing that measurement clarity is a critical value-creation tool for frontline teams

Benefits:

• We’re a remote-first company

• Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans

• 401K plan (ADP)

• Lifestyle Spending Account for health, wellness, and family care

• Monthly co-working space membership stipend

• Monthly work-from-home stipend

• Financial wellness benefits through Northstar

• Pet discount program through United Pet Care

• Financial perks and rewards through PerkSpot

• EAP access through Aetna

• One-time home office stipend to set up your home office

• Inclusive family and medical leave plans

• 12 paid holidays and 1 Alma Give Back Day

• Flexible PTO 

Salary Band: $140,000 - $170,000 

All Alma jobs are listed on our careers page. We do not use outside applications or automated text messaging in our recruiting process. We will not ask for any sensitive financial or identification information throughout the recruiting process. Any communication during the recruitment process, including interview requests or job offers, will come directly from a recruiting team member with a helloalma.com email address.