Customer Quality/ Voice of The Customer Program Manager

???? Join MAPFRE Insurance as a Customer Quality & Voice of the Customer Program Manager ????

Are you passionate about transforming customer feedback into strategic action? Do you thrive in environments where innovation meets impact? MAPFRE Insurance is seeking a visionary Customer Quality & Voice of the Customer Program Manager to lead initiatives that elevate our customer experience and drive operational excellence.

???? What You’ll Do

• Champion customer-centric strategies across departments—from Customer Experience Design to Quality Assurance.
• Analyze customer sentiment and feedback to uncover insights that shape our services.
• Architect and evolve quality management systems that fuel continuous improvement.
• Collaborate with regional leaders and the corporate Quality Observatory to align customer data with business goals.
• Drive success metrics like NPS, customer loyalty, and operational efficiency.

???? What You Bring

• 6–8 years of experience in customer quality, voice of the customer, or insurance.
• Expertise in data tools like SAS, SQL, and MS Access.
• A knack for interpreting complex data and presenting actionable insights.
• Proven leadership in cross-functional environments and high-impact projects.
• A creative, agile mindset with a passion for improving customer journeys.

???? Why MAPFRE?

At MAPFRE, we don’t just listen to our customers—we build around them. You’ll be part of a culture that values transparency, innovation, and collaboration. Your work will directly influence how we serve our preferred customer segments and shape the future of insurance.

At MAPFRE, our commitment to care is not just our purpose; it’s the driving force behind everything we do. We care about the things that resonate with the needs of our employees, our customers and the community.

• For Employees: We cultivate an inspiring and dynamic workplace where collaboration and innovation fuel the success of our high-performing teams.
• For Customers: In addition to being Massachusetts’ #1 home and auto insurer, we provide unmatched peace of mind to our customers across the U.S.
• For the Community: Our culture of care extends to impactful community engagement and environmental initiatives locally and globally.

This is who we are at MAPFRE, and we invite you to be part of a movement that cares deeply and acts boldly. Together, we make a difference.

Thank you for considering MAPFRE Insurance as part of your career journey.

We’re proud to be rated “A” (Excellent) by A.M. Best Company. We offer property and casualty insurance, working with over 3,000 independent agents and brokers in 11 states.

If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the MAPFRE Insurance Talent Acquisition team at talentacquisition@mapfreusa.com.

We are proud to be an equal opportunity employer.

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