Specialist, Voice of Customer
On-site · Grand Rapids, Michigan, United States
Job Summary
As part of the Voice of Customer (VoC) function, leads and operationalizes customer insights initiatives to influence business strategies and experience development. Responsibilities include overseeing platforms (Medallia, Sense360, Talkwalker, Service Now), managing survey development, dashboards, and reporting, delivering CSAT/NPS insights, identifying pain points and opportunities, crafting strategic communications to share findings with executives and partners, and collaborating with store operations, merchandising, digital, and marketing to drive customer-centered decisions. Requires a Bachelor’s degree and 2+ years in VoC Analytics or Marketing Research; strong data storytelling, presentation, and cross-functional collaboration skills; history of working with CX metrics and related tools.
Required Qualifications
- Bachelor’s Degree in business, marketing, psychology, social sciences, communications, or related field
- 2+ years of work experience in VoC Analytics, Customer Insights, or Marketing Research
- Experience with customer experience platforms such as Medallia, SMG, InMoment, Service Now, and Talkwalker is preferred
- Experience working with customer experience metrics (NPS, CSAT), surveys, and customer feedback
- Strong presentation skills, both verbal and written
- Proven collaboration, planning, and project management skills
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