Senior Customer Experience Research Specialist

JOB DESCRIPTION
This role is hybrid, 3 days a week to any local UL Solutions Office.
The Customer Research Senior Specialist will help grow and mature UL Solutions' Customer Research capability, with a dedicated focus on supporting our Software business. Strengthen the connection between customer insights and measurable business impact. Apply deep expertise in research methodology, insights generation, and storytelling to influence operational improvements and strategic investment decisions. This role requires proven experience revamping or rebuilding a Voice of Customer (VoC) program and operating across multiple insight platforms (e.g., Qualtrics, Forsta, Power BI).
RESPONSIBILITIES

• Own the end-to-end architecture and design of the Customer Research and VoC program, including data collection, analysis, and insight generation across selected VoC platforms.
• Support Software business units, with an emphasis on enabling Software product and engineering teams with actionable, timely customer insights.
• Lead initiatives to modernize, redesign, or scale the VoC program and its processes across the organization.
• Analyze VoC, customer feedback, and product usage data using advanced research tools, statistical methods, and visualization platforms.
• Create and deliver reports, dashboards, and executive-level presentations using tools like Power BI to communicate insights and trends.
• Ensure the accuracy, reliability, and ongoing quality of all dashboards and reporting assets.
• Define and prioritize data infrastructure and integration needs in partnership with UL IT and Data Engineering teams.
• Monitor and drive adoption and engagement of dashboards, insights reports, and research deliverables across Software teams.
• Partner with Commercial Analytics, Software Product Management, Customer Success, Research agencies, and other stakeholders to translate insights into operational and strategic actions.
• Stay current on advancements in VoC, B2B Software customer experience, and research methodologies to support the continued maturity of Customer Experience at UL Solutions.
• Promote customer-centric decision-making across Software teams and associated business units.

QUALIFICATIONS

• Bachelor's degree in Market Research, Business, Statistics, Social Sciences, or a related field.
• Minimum 5 years of experience in Market Research or Customer Experience.
• At least 3 years supporting a B2B Global Software or Professional Services organization.
• Demonstrated experience revamping or rebuilding a VoC program, including methodology redesign and platform optimization.
• Hands-on experience with multiple VoC and research platforms, such as Qualtrics, Forsta, Medallia, InMoment, etc.
• Strong proficiency in Power BI and other data visualization tools.
• Strong analytical skills, including experience with statistical modeling and advanced insights techniques.
• Excellent presentation and data storytelling capabilities, with experience delivering insights to senior leaders.
• Experience managing global data governance, compliance requirements, and research regulations.
• Ability to translate complex data sets, methodologies, and customer behavior trends into clear, actionable insights.
• Exceptional communication, collaboration, and interpersonal skills.
• Comfortable working with distributed global teams across multiple time zones.

What you'll experience working for ULS
UL Solutions has been pioneering change since 1894 and we're still leading the way. From day one, we've blazed a trail protecting the planet and everyone on it. Our teams have influenced billions of products, plus services, software offerings and more. We break things, burn things and blow things up. All in the name of safety science.
That's where you come in - because none of it could happen without you. It takes passion to protect people, problem-solving to safeguard personal data and conviction to make the world a more sustainable place. It takes bold ideas and brilliant minds to build a better world for future generations across the globe.
This is more than a job. It's a calling. A passion to use our expertise and play our part in creating a more secure, sustainable world today - and tomorrow. As a member of our safety science community, you'll use your ideas, your energy and your ambition to innovate, challenge and ultimately, help create a safer world.
Everyone here is unique. But we're also a global community, working together to help create a safer world. Join UL Solutions and you can connect with the brightest minds in the business, all bringing their distinct perspectives and diverse backgrounds together to deliver real change.
Empowering our customers to keep the world safe means thinking ahead. It means investing in training and empowering our people to learn and innovate. At UL Solutions, we help build a better future - one where everyone benefits.
Join UL Solutions to be at the center of safety. To learn more about us and the work we do, visit UL.com
Total Rewards USA based location only: We understand compensation is an important factor as you consider the next step in your career. The estimated salary range for this position is $85,000 to $107,000 and is based on multiple factors, including job-related knowledge/skills, experience, geographical location, as well as other factors. This position is eligible for annual bonus compensation with a target payout of 10% of the base salary. This position also provides health benefits such as medical, dental and vision; wellness benefits such as mental and financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country. We also provide full-time employees with paid time off including vacation (15 days), holiday including floating holidays (12 days) and sick time off (72 hours).
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ABOUT US
A global leader in applied safety science, UL Solutions (NYSE: ULS) transforms safety, security and sustainability challenges into opportunities for customers in more than 110 countries. UL Solutions delivers testing, inspection and certification services, together with software products and advisory offerings, that support our customers' product innovation and business growth. The UL Mark serves as a recognized symbol of trust in our customers' products and reflects an unwavering commitment to advancing our safety mission. We help our customers innovate, launch new products and services, navigate global markets and complex supply chains, and grow sustainably and responsibly into the future. Our science is your advantage.