We are seeking a dynamic and analytical Voice of the Customer (VoC) Program Manager to oversee our customer sentiment measurement initiatives. This role is pivotal in understanding customer perceptions through surveys and feedback channels, including CSAT, NPS, and CES metrics. The ideal candidate will be responsible for designing the questions we ask, managing our SaaS tool (Customer Thermometer), and transforming raw data into meaningful insights to drive improvements in the service we deliver.

Key Responsibilities

VoC Strategy & Program Management

• Develop and Implement VoC Programs: Create a comprehensive voice of the customer strategy that aligns with overall business objectives.
• Design Survey Frameworks: Establish survey questions and methodologies that accurately capture customer sentiment across multiple touchpoints.
• Tool Management: Oversee the use and optimization of our current VoC tool (Customer Thermometer) to ensure efficient data collection and reporting.
• Monitor Key Metrics: Track and analyze customer sentiment data, including CSAT, NPS, and CES scores, to gauge customer satisfaction and loyalty.
• Insight Generation: Translate survey results and feedback into actionable insights, identifying trends, pain points, and opportunities for improvement.
• Performance Reporting: Develop and deliver regular reports and dashboards that highlight critical findings, trends, and recommendations to key stakeholders.
• Cross-Functional Collaboration: Work closely with customer support, product management, marketing, and other internal teams to integrate customer feedback into continuous improvement efforts.
• Feedback Loop Creation: Establish clear channels for communicating insights to teams across the organization, ensuring that customer feedback drives decisionmaking.
• Customer Advocacy: Act as the voice of the customer within the company, ensuring that feedback and insights are represented at all levels of strategic planning.
• Optimize Survey Tools: Identify and recommend enhancements to our SaaS survey tools and processes to improve data accuracy and efficiency.
• Best Practices: Stay current with industry trends and best practices in customer feedback measurement, adapting our methodologies as needed.
• Experimentation: Initiate pilot projects or A/B testing to refine survey questions and methodologies, ensuring continuous enhancement of our VoC programs.

Qualifications & Skills

• Experience: Proven experience in customer experience, survey design, or a related field. Experience with VoC programs and feedback tools (e.g., Customer Thermometer) is a plus.
• Analytical Skills: Strong quantitative and qualitative analytical skills with the ability to transform complex data sets into actionable business insights.
• Communication: Excellent written and verbal communication skills, capable of clearly articulating findings and recommendations to diverse audiences.
• Technical Proficiency: Familiarity with survey platforms, data analysis tools, and reporting dashboards.
• Collaboration: Demonstrated ability to work cross-functionally and manage stakeholder expectations.

Project Management: Strong organizational skills and the ability to manage multiple projects simultaneously in a fast-paced environment.