About this 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.
Job Responsibilities
• Manage VOC programs; analyze survey and feedback data; identify trends; create executive reports; partner with stakeholders to implement improvements. • Reviews and analyzes CX/UW data to measure impact of current processes and makes recommendations for change • Maintain confidentiality regarding internal practices and procedures. • Abide by all company or department policies • Perform other duties as assigned by management
Job Qualifications Formal Education and Certification 4-year degree preferred
Knowledge and Experience 5+ years of customer experience, research, analytics, or related experience; strong data interpretation and presentation skills.
Preferred Knowledge and Experience Survey platform expertise; advanced analytics experience; customer journey mapping knowledge.
Skills and Competencies
• Customer advocacy, analytics, storytelling, collaboration, strategic thinking. • Proficient understanding of departmental/company quality assurance standards • Team Oriented to work closely with others in the department and across the organization. • Bi-lingual (English and Spanish) preferred
Performance Expectations Deliver actionable customer insights; improve customer satisfaction metrics; support decision-making through reliable analysis.