Job Description

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.

• 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.

• 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