For more than 150 years, Pacific Life has helped millions of individuals and families with their financial needs through a wide range of life insurance products, annuities, and mutual funds, and offers a variety of investment products and services to individuals, businesses, and pension plans. Whether your goal is to protect loved ones or grow your assets for retirement, Pacific Life offers innovative products and services that provide value and financial security for current and future generations. Pacific Life counts more than half of the 100 largest U.S. companies as its clients and has been named one of the 2023 World’s Most Ethical Companies® by the Ethisphere Institute. For additional company information, including current financial strength ratings, visit www.PacificLife.com.

Pacific Life refers to Pacific Life Insurance Company and its affiliates, including Pacific Life & Annuity Company. Client count as of June 2022 is compiled by Pacific Life using the 2022 FORTUNE 500® list.

We’re actively seeking a talented Voice of Customer (VOC) Business Systems Analyst to join our Enterprise Experience Office (XO) Voice of Customer team. This is a hybrid role with the expectation of at least 2 days per week in the Newport Beach, CA office.

As an Enterprise Voice of Customer Business Systems Analyst, you will play a vital role in Pacific Life’s growth and long-term success by bringing the customer’s voice front and center for key business decisions. You'll act as the liaison between our Enterprise VOC team and technical and business-facing teams to gather requirements, develop plans, and manage projects through to delivery. Leveraging Medallia, you'll ensure customer data is accessible and usable across the organization to drive operational efficiency and improve customer experience.

How You’ll Help Move Us Forward

• Facilitate technical projects related to the ongoing support and enhancement of Medallia’s VOC Platform (Medallia).
• Collaborate with cross-functional teams, including enterprise technology, SMEs across key business areas, data analysts, and more to deliver high-quality solutions.
• Intake and understand stakeholder goals, translate business objectives to researchable projects for data science teams, and assist in the data collection and analysis.
• Define project scope, goals, and deliverables, and develop project plans and timelines.
• Monitor and report on project progress, identify risks and issues, and develop mitigation plans.
• Develop or update Medallia dashboards and reports.
• Manage VOC program and Medallia platform maintenance and improvements.
• Maintain user onboarding, access management, and production support for new and existing groups.
• Support with training and change management for users.

The Experience You Bring

• 5+ years of experience in technical project management, preferable in a customer experience or SaaS environment.
• 2+ years of experience in platform support, such as user access management, user profiles and roles management, and dashboard development.
• Experience with any VOC Platforms such as Medallia, Qualtrics, NICE, GetFeedback.
• Must possess strong analytical, organizational, and problem-solving skills.
• Excellent written and oral communication skills, including experience communicating with business stakeholders and system users.
• Ability to distill complex insights and business concepts into readable, well-formatted presentations and reports (i.e. Powerpoint).
• Highly driven and able to self-manage in a fast-paced environment.
• Bachelor's in Business, Engineering, Computer Science, or a related field.

What Makes You Stand Out

• Experience with Medallia specifically.
• Experience in the Financial Services industry
• Experience with Salesforce Financial Services Cloud and Marketing Cloud
• Experience with Agile methodology and approach to project management.