Mgr. - Voice of Customer and Journey

About the role

This role is responsible for leading and scaling the enterprise Voice of the Customer (VoC) program across customer feedback channels like surveys, reviews, and contact center operations. The role translates customer signals into actionable, journey-level insights that enable the organization to make more customer-led decisions that drive growth, retention, and operational performance. In close partnership with the Strategy, Insights & Segmentation function, this role ensures customer feedback is consistently applied to improve donor journeys and overall experience design. Success will be measured by the organization’s ability to translate customer feedback into meaningful experience improvements that drive retention, satisfaction, and operational effectiveness.

Responsibilities

• Lead the design, implementation, and continuous evolution of the enterprise Voice of Customer (VoC) program, including survey strategy, measurement frameworks, and feedback systems
• Drive optimization of key donor journeys by partnering with cross-functional stakeholders to improve engagement, satisfaction, retention, and operational efficiency
• Analyze donor feedback, behavioral trends, and operational data to identify customer pain points, root causes, and opportunities for experience improvement
• Translate customer insights into clear, actionable recommendations that inform business decisions and experience improvements across the organization
• Partner with Marketing, Operations, Contact Center, Business Analytics, and Strategy teams to align customer experience priorities and improve consistency across donor touchpoints
• Partner with Business Analytics and data teams to leverage customer, operational, and performance data to inform decision-making and track impact
• Monitor and report on key customer experience metrics, including NPS, CSAT, retention, and journey performance indicators
• Establish and maintain closed-loop feedback processes to ensure customer concerns and insights are addressed through measurable business actions
• Support customer support and self-service experience enhancements through process improvement, technology enablement, and customer insight integration
• Lead, coach, and develop employees while fostering a collaborative, customer-centric, and results-oriented environment
• Perform other duties as assigned

Requirements

• Bachelor’s degree in marketing, business, or a related field
• Five (5) years of experience in Customer Experience, Voice of Customer, or journey optimization
• Three (3) years leadership experience managing and developing teams

Skills

• Ability to manage people and teams
• Ability to use Qualtrics (preferred)
• Ability to impact customer experience metrics (CSAT, NPS, retention)
• Ability to analyze customer insights and survey designs
• Ability to streamline workflow processes within customer support programs
• Ability to drive solutions for customer loyalty and experiences
• Knowledge of Smartsheet, Monday.com, or other project management tools

Physical Requirements

• Position works in-office at the corporate location
• Ability to sit for extended periods of time
• Ability to use a computer and other office equipment
• Ability to occasionally lift and carry up to 20 pounds
• Ability to reach, bend, and stoop as necessary
• Ability to communicate effectively, both verbally and in writing
• Ability to focus and concentrate on tasks for extended periods
• Ability to navigate the office environment safely, including stairs and elevators (if applicable)
• Ability to travel up to 20% via airplane or vehicle (if applicable)
• Ability to use assistive devices if needed for mobility or communication

Pay

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