Voice of Customer Program Lead
$190,000–$209,000 year
HybridNew York, United States
Job Summary
Design and implement a centralized approach for collecting, connecting, and managing customer feedback data at scale. Streamline listening posts, surveys, and tools across the customer lifecycle while owning the full feedback loop from collection to insight to follow-up. Build and maintain a centralized dashboard and insights portal to increase accessibility of VoC data. Partner cross-functionally with CSO, Product, Design, Engineering, Revenue, Support, and Marketing to embed insights in roadmaps and ensure consistent accountability. Aggregate feedback from diverse sources, apply structured taxonomy to surface trends, and craft compelling narratives for executive audiences. Define and program an approach to measuring the impact of the VoC program, tracking business outcomes of feedback-driven changes. Establish a governance model to transform existing approaches into a cross-functional framework for feedback integration.
Required Qualifications
- 7+ years of experience in customer insights, user research, CX strategy, or VoC programs
- Demonstrated success leading complex, cross-functional initiatives — aligning multiple teams around shared goals without formal authority
- Passion for solving knotty, ambiguous problems at scale — and designing systems that work across silos
- Strong mix of strategic thinking and operational execution: you can zoom out to design frameworks and zoom in to manage workflows
- Comfort working with both quantitative and qualitative feedback, and with tools like Qualtrics, Medallia, Typeform, Looker, or equivalent
- At least a basic understanding of SQL
- Comfortable navigating data warehousing, querying and visualization tools like Snowflake, Redash, and Tableau
- Excellent communication and storytelling skills — especially when translating messiness into clarity
Desired Qualifications
- more advanced knowledge of SQL
- Familiarity with customer lifecycle models, journey mapping, or experience analytics is a plus
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