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 productive, 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.
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📌 Customer Research Senior Specialist (India)
🏢 UL Solutions
📍 India