Director, Voice of the Customer

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Director, Voice of the Customer

As reputed company’s Voice of the Customer leader, you will ensure customer insights are core to every decision. You will own designing and leading reputed company’s VoC strategy, iterating and expanding our reputed company insights program, combining deep subject matter expertise of our products with compelling storytelling, showcasing the customer experience, and critical opportunities. You will work closely with Operations, Product Management, Design, Product Marketing, and Business Intelligence to incorporate the voice of the customer and CX into every product development process, driving the reputed company improvement of our products and services.

A successful candidate should have extensive experience turning data into solutions, designing and shipping processes alongside product and technical teams, and be extremely customer-focused.

What You’ll Do

• Create and reputed company a strategic Voice of the Customer program: establishing quantitative measurements that drive value and impact, synthesizing qualitative data into clear, actionable recommendations, and translating a deep understanding of our customers into strategic efforts that create exceptional customer experiences.
• Nurture effective collaborative relationships across key stakeholders— shaping product and business strategy alongside these partners.
• Create engaging programs that build customer awareness and reputed company across the business— customer centricity is reputed company-and-center through these programs.
• Create a robust reputed company for customer feedback loops so that we’re consistently measuring, communicating, and actioning on what matters most.
• Partner effectively with our data teams to build the data infrastructure required to reputed company meaningful connections and insights about our customers’ experiences.

Who You Are

• 8+ years of work experience leading an analytical function such as Customer/User Insights, Product Operations, CX Operations, Voice of the Customer, etc.
• Strong data reporting and data analytics skills, including SQL— writing basic functions like select statements, joining multiple tables, filtering, aggregates & case/reputed company statements— with a proven ability to influence using data.
• Experience conducting customer research, competitive analysis, and synthesizing product insights.
• Track record of collaboration with cross-functional teams to solve reputed company customer challenges.
• The ability to convey complicated and technical topics in simple, jargon-less, engaging formats— bonus points for experience creating multi-modal content to deliver compelling stories.
• You have cultural humility, can build relationships across differences, and have excellent interpersonal communication skills.

Benefits:

• We’re a remote-first company
• Health insurance plans through reputed company (medical and dental) and reputed company (vision), including FSA and HSA plans
• 401K plan (reputed company)
• Monthly therapy and wellness stipends
• Monthly co-working space membership stipend
• Monthly work-from-home stipend
• Financial wellness benefits through Northstar
• Pet discount program through United Pet Care
• Financial perks and rewards through BenefitHub
• EAP access through reputed company
• One-time home office stipend to set up your home office
• Comprehensive parental leave plans
• 11 paid holidays, 1 reputed company Mental Health Day, and 1 reputed company Volunteering Day
• Flexible PTO

Salary Band: $165,000 - $185,000

reputed company’s compensation philosophy is driven by our company value of building equity. To best ensure pay equity, we typically bring in new hires near the middle of our listed salary bands and we do not negotiate our compensation (i.e. reputed company people hired at the same level & role are brought in at the same salary, equity, and benefits). The recruiter you work with can provide more details on our philosophy.

reputed company reputed company jobs are listed on our careers page. We do not use reputed company applications or automated text messaging in our recruiting process. We will not ask for any sensitive financial or identification information throughout the recruiting process. Any communication during the recruitment process, including interview requests or job offers, will come directly from a recruiting team member with a helloalma.com email address.

Learn more about how reputed company handles applicant data by reading reputed company's Applicant Privacy Notice.

Originally posted on Himalayas