Customer Advocate

Role & responsibilities

• Act as a customer experience champion, embedding Voice of Customer insights into business processes, decision-making, and continuous improvement activities.
• Partner with cross-functional teams to identify, prioritize, and address customer experience pain points through structured improvement initiatives.
• Lead customer experience improvement projects from discovery through implementation, ensuring milestones, risks, dependencies, and outcomes are effectively managed.
• Assure that the organization integrates the voice of the customer into improvement, design, and operational activities
• Acts as the primary point of contact for customer complaints submitted through Voice of Customer surveys, customer feedback channels, incoming calls, and emails; responds within established service-level expectations.
• Analyzes customer feedback, complaint trends, survey results, operational data, and journey insights to identify systemic issues and opportunities for improvement.
• Facilitates root cause analysis sessions and works with business stakeholders to develop corrective and preventive actions that address recurring customer issues.
• Documents customer feedback, root causes, actions, project status, and outcomes in Salesforce and applicable reporting systems.
• Develops and manages customer experience action plans, tracking ownership, milestones, deliverables, risks, and business impact measures.
• Partners with Business Units, Regional Teams, and Functional Leaders to drive customer-focused improvements across the end-to-end customer journey.
• Supports customer journey mapping, service blueprinting, and other CX methodologies to identify friction points and improvement opportunities.
• Facilitates cross-functional workshops and stakeholder discussions to build alignment, consensus, and accountability for customer experience improvements.
• Communicates customer feedback, insights, project progress, risks, and outcomes to management and stakeholders through executive-ready reports and presentations.
• Develops monthly and quarterly management reports that measure the effectiveness of customer experience improvements, complaint reduction efforts, and action plan progress.
• Participates in accreditation audits and demonstrates compliance with UL Solutions Customer Complaint Handling and customer feedback management processes.

Preferred candidate profile

• BA/BS and/or equivalent relevant experience  
• CCXP, PMP, Lean Six Sigma, or related certification strongly preferred
• 6+ years' experience in leading cross-functional projects and driving customer experience improvements in a complex environment
• Experience managing multiple stakeholders and influencing outcomes without direct authority
• Detailed knowledge of company policies, practices and procedures that can be applied to positively affect customer engagement
• Strong project management skills, including planning, execution, risk management, stakeholder alignment, and change management
• Understands and can teach CX methodologies and tools, including NPS, CES, VoC programs, customer journey mapping, root cause analysis, and closed-loop feedback systems
• Experience facilitating workshops, action planning sessions, and cross-functional team discussions
• Ability to analyze customer feedback, survey results, operational data, and business metrics to identify trends and drive informed decision-making
• Experience identifying customer pain points and translating insights into measurable improvement initiatives
• Demonstrated ability to drive accountability and follow-through across multiple business functions
• Excellent communication, presentation, and storytelling skills with the ability to tailor messages to executive and operational audiences
• Strong listening and facilitation skills that encourage collaboration and remove barriers to progress
• Exceptional problem-solving, organizational, and critical-thinking abilities
• Experience creating executive presentations, dashboards, status reports, and customer experience performance measurements
• Detailed knowledge of company policies, practices, and procedures that can be leveraged to improve customer engagement and operational effectiveness
• Experience conducting customer journey mapping, process improvement, customer research, and Voice of Customer analysis preferred