About The Role

Mobilizes resources across all UL Solutions functions and geographies to proactively identify, prioritize, and resolve customer pain points that impact the delivery of services, customer satisfaction, and loyalty. Leverages Voice of Customer (VoC) insights, complaint data, customer journey analysis, and operational metrics to drive cross-functional customer experience improvement initiatives. Partners with Business Unit, Regional, and Functional Leaders to facilitate root cause analysis, develop action plans, and manage projects that improve customer outcomes and business performance. Serves as a customer advocate by ensuring customer feedback is translated into measurable improvements across processes, systems, and customer touchpoints.

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.

Qualifications

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