Job Description
This role involves leading customer experience programs to gather and analyze customer feedback, identify pain points, and drive improvements across the organization to enhance customer loyalty and satisfaction.
Key Responsibilities
- Build and lead Voice of Customer (VoC) programs, including survey design, operations, reporting, and analysis.
- Derive actionable insights from customer data to identify trends, key drivers, and opportunities for improvement.
- Facilitate cross-functional insight reviews and develop action plans to enhance customer experience.
- Identify and address customer pain points through strategic solutions and systemic improvements.
- Implement and manage a closed-loop process for real-time customer issue resolution and follow-up.
- Support the deployment of a customer experience management platform to centralize feedback channels.
- Promote a customer-centric culture by inspiring the organization to listen, understand, and act on customer feedback.
- Bring industry-leading trends and best practices in customer experience management to the organization.
Requirements
- Minimum of 5 years of direct experience in Customer Experience, Customer Insights, Partner Experience, or Market Research in a B2B SaaS or Fortune 500 Company.
- Experience managing global customer or partner listening posts, such as NPS programs, advisory boards, transactional survey programs, or event-based surveys.
- Knowledge of a variety of survey design and research methods.
- Experience in analyzing and interpreting a mix of qualitative and quantitative data, constructing compelling narratives, and providing recommendations on complex topics.
- Experience applying statistical techniques and working knowledge of statistics concepts.
- Experience in building trusting relationships and influencing others including executive audiences.
- Strong analytical and logical reasoning skills with a deep sense of curiosity.
- Comfort in a fast-paced environment, managing multiple projects simultaneously.
- Willingness to roll up your sleeves; no task is too big or small.
- Demonstrated passion for Customer Experience and acting as an advocate for customers.
- Strong presentation skills, able to convey complex ideas in a clear, concise manner both verbally and in writing, and comfortable in business and technical discussions.
- Ability to synthesize a broad set of information into a cohesive narrative.
- Experience using Qualtrics, Medallia, or similar enterprise-level experience management platforms.
Benefits & Perks
Competitive total compensation package including salary and on-target earnings (OTE) range of $106,802 to $179,500 USD annually
Employee-led remote and flexible working arrangements
Health benefits
Inclusive work environment with accommodations for persons with disabilities
Ready to Apply?
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