Voice of the Customer Lead

About the role

The Voice of Customer Lead manages customer feedback programs, analyzes customer insights, and translates findings into actionable recommendations that improve customer experiences and business outcomes.

Responsibilities

• Manage VOC programs; analyze survey and feedback data
• Identify trends and create executive reports
• Partner with stakeholders to implement improvements
• Review and analyze CX/UW data to measure impact of current processes and make recommendations for change
• Maintain confidentiality regarding internal practices and procedures
• Abide by all company or department policies
• Perform other duties as assigned by management

Requirements

• 4-year degree preferred
• 5+ years of customer experience, research, analytics, or related experience
• Strong data interpretation and presentation skills

Preferred Qualifications

• Survey platform expertise
• Advanced analytics experience
• Customer journey mapping knowledge
• Bi-lingual (English and Spanish)

Skills

• Customer advocacy
• Analytics and storytelling
• Collaboration and strategic thinking
• Proficient understanding of departmental/company quality assurance standards
• Team-oriented to work closely with others in the department and across the organization

Performance Expectations

• Deliver actionable customer insights
• Improve customer satisfaction metrics
• Support decision-making through reliable analysis