[Hiring] Senior Insights Architect, VoC @Alma

Role Description

At Alma, we are building the future of mental healthcare by supporting the people who provide it. As the Sr. Insights Architect, Voice of the Customer (VoC), you will be responsible for designing and operating the data engine that measures customer sentiment over time.

Reporting to the Director, Voice of the Customer, this is a senior individual contributor role focused on execution: building the systems that capture qualitative feedback, structuring it into reliable measures, and enabling the organization to assess whether internal actions are improving the customer experience. You will act as the “Architect of the Thermostat”—not just measuring the temperature of our customer experience, but building the machinery that tells our teams exactly which “dial” to turn to improve it.

The focus of the role is on ensuring that customer sentiment is captured consistently, measured rigorously, and trusted as a decision‑ready input so that teams across Alma—particularly our CX Delivery and Product teams—can evaluate impact with confidence.

What you’ll do:

• Own the Voice of the Customer Data Engine: Design, build, and maintain the end‑to‑end VoC data pipeline, from listening posts through normalization and integration. Treat VoC as a measurement system that turns raw support volume into diagnostic intelligence.
• Design & Govern Measurement Systems: Define and operationalize taxonomies, tagging frameworks, and reason codes for qualitative feedback. You will move the organization to "BI-grade" insights that can be used for surgical agent coaching and systemic process improvements.
• Modernize Diagnostic Listening: Shift our CSAT infrastructure from a simple "score" to a diagnostic tool measuring satisfaction, resolution, and effort. Configure "listening sensors" that are proactive and resilient to Alma’s rapid product changes (e.g., real-time alerts for friction following a new feature launch).
• Integrate VoC with the Data Ecosystem: Partner closely with BI and Data Engineering to integrate VoC data into Alma’s data warehouse. Build "linkage models" that correlate transactional CSAT and sentiment with behavioral and operational data (e.g., first response time, total resolution time, and repeat contact rates).
• Support Insight and Impact Evaluation: Directly enable the 2026 goal of increasing transactional CSAT. Provide the structured data necessary for CX leadership to identify exactly why interactions fail or succeed, moving beyond "empathy coaching" to precise, data-backed service level-ups.
• Lead Cross‑Functional Execution: Own complex, cross‑functional workstreams in support of Alma’s VoC roadmap and annual priorities. In the short-term, you will lean in to elevate the Support Intelligence (formerly QA) function, building the "turn-key" diagnostic systems that will allow the team to drive daily agent performance at scale.

Qualifications

• 7–10+ years of experience in Customer Insights, VoC, CX Operations, Research Ops, Program Management, or data‑adjacent roles.
• Proven experience building "linkage models" that connect customer sentiment to operational metrics and business outcomes (e.g., retention or claims volume).
• Expertise in defining taxonomies and NLP tagging frameworks that turn unstructured text into actionable root-cause categories.
• A "Systems Architect" mindset: You don't just want to report that CSAT is down; you want to build the data infrastructure that explains exactly why and triggers the fix.
• Strong data fluency: You understand data pipelines, schemas, and integrations well enough to partner effectively with BI and Data Engineering.
• Comfortable leading execution in ambiguous environments and influencing cross‑functional partners without formal authority.
• Passionate about the intersection of data and service delivery: You understand how structured feedback can be a value-creation tool for frontline teams.

Benefits

• We’re a remote-first company
• Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans
• 401K plan (ADP)
• Monthly therapy and wellness stipends
• Monthly co-working space membership stipend
• Monthly work-from-home stipend
• Financial wellness benefits through Northstar
• Pet discount program through United Pet Care
• Financial perks and rewards through BenefitHub
• EAP access through Aetna
• One-time home office stipend to set up your home office
• Comprehensive parental leave plans
• 12 paid holidays and 1 Alma Give Back Day
• Flexible PTO