Voice of the Customer Lead

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.