Senior Director, Voice of Customer
SUMMARY
Responsible for the strategic and tactical vision for Voice of Customer (VoC). This is a critical role in how the company listens, understands, and responds to feedback to enhance products offered to customers. Utilizes data, analytics and technological tools to drive actionable insights.
RESPONSIBILITIES
- Develop and implement Voice of Customer program
- Collect and analyze customer feedback across
- Lead development of customer segmentation, personas, and journey maps
- Identify pain points in the customer experience, working collaboratively with cross-functional teams
- Build, oversee, and execute VoC roadmap utilizing both relational and transactional surveys such as CSAT and NPS
- Leverages VoC tools and platforms to analyze feedback data, identify trends, and create improvements through insights
- Acts as the primary advisor for the voice of the customer within the organization
- Work closely with leadership to deliver voice of customer insights for process improvement initiatives
- Translates customer insights to make high-impact strategic recommendations on product development and customer service process based on comprehensive voice of customer data.
QUALIFICATIONS
- Bachelor’s Degree
- At least 7 years of experience in roles such as customer experience, market research, or consumer insights
- Proven track record of success in developing and implementing Voice of Customer programs
- Experience in relationship and transactional survey design
- Extensive knowledge of customer satisfaction metrics such as CSAT and NPS
- Analytical skills and ability to drive actionable insights from customer feedback data.
- Excellent communication and presentation skills
- Strategic thinker with a customer-centric mindset and a passion for driving positive change.
- Experience with VoC technology platforms and tools.
- Project and process management experience