OverviewWe're looking for a Senior Manager, Voice of Customer to lead how we capture, analyze, and act on customer and market feedback for digital products across multiple channels. Reporting to the Director, Go-to-Market and Product Marketing Strategy, this role owns the full VoC feedback lifecycle from collection through reporting, as well as Voice of Market (VoM), consolidating the two into a unified view that drives deeper, more actionable insights. You'll also build the self-service infrastructure that lets teams across the company access insights on their own, and partner closely with the Digital Enablement Organization at the national and subregional levels.
This is a hybrid role: part VoC/VoM program manager, part data/reporting builder. You'll need both the customer-insight instincts of a traditional VoC leader and the technical chops to build dashboards and tools.
The ideal candidate is a strategic thinker, skilled in research methodologies, and passionate about championing the customer's voice throughout the organization.
Primary Responsibilities- Develop and Lead VoC/VoM Strategy:
- Own the end-to-end Voice of Customer program: survey design (NPS, CSAT, CES), feedback collection across channels, and ongoing sentiment tracking.
- Own Voice of Market strategy: market-level intelligence, competitive signals, and external trend data that complement direct customer feedback.
- Design and lead the consolidation of VoC and VoM into a single, unified insights framework, connecting customer sentiment with broader market context to surface deeper, more strategic findings.
- Insight Generation and Reporting:
- Build and maintain reporting cadences (weekly/monthly/quarterly) that translate raw feedback into clear, actionable insights for leadership.
- Design and build self-service dashboards and tools on Databricks so teams can explore customer and market insights independently.
- Develop data pipelines that unity feedback data from multiple sources into a single, queryable structure.
- Use AI coding tools (such as Claude code) to accelerate the development of internal tools, automate reporting workflows, and prototype new self-service capabilities.
- Identify trends and root causes across combined VoC/VoM data, partnering with Product and Engineering to close the loop on recurring issues.
- Monitor the impact of implemented changes and maintain a feedback loop for continuous improvement.
Additional Primary Responsibilities- Stakeholder Engagement:
- Partner with the Digital Enablement Organization at both national and subregional levels to align feedback and market insights with digital strategy and rollout priorities.
- Collaborate with cross-functional teams (product, design, marketing, commercial sales) to ensure customer insights inform decision-making and product development.
- Serve as a liaison between VoC/VoM and production support, tracking issues through to resolution and closing the loop with customers and internal stakeholders.
- Build relationships across the organization to champion customer-centricity and secure buy-in for VoC initiatives.
- Program Management:
- Manage relationship with VoC platform vendor and program operations, including survey design, participant recruitment, and data quality assurance.
- Identify feedback signals that point to technical or performance issues (bugs, outages, degraded experience) and route them to the production support team for triage and investigation.
- Continuously improve how feedback and market intelligence are captured and surfaced, reducing manual reporting overhead over time.
Minimum Qualifications- Bachelor's degree in design, psychology, marketing, human-computer interaction, or a related field
- 5+ years of experience in Voice of Customer, customer insights, CX/market analytics, or a related role
- Proven experience managing a VoC program end-to-end: survey design, feedback/market data collection, and stakeholder reporting
- Proficiency in qualitative and quantitative research methods
- Comfort triaging customer-reported issues and routing them to the technical teams, with the judgement to distinguish product feedback from genuine technical/performance problems
- Strong analytical and problem-solving skills, and comfort building self-service tools that reduce reliance and manual, one-off analysis
- Experience with Claude Code or other AI-assisted coding tools strongly preferred
- Excellent written and verbal communication skills with the ability to translate messy, qualitative feedback and market data into clear narratives for both executives and technical team
- Proficiency in research tools and software (e.g., SurveySparrow, Quantum Metrics, Adobe Analytics)
- Ability to work independently and manage multiple projects simultaneously
- Experience in B2B or B2C environments with complex customer journeys
Physical Demands - Physical demands include a considerable amount of time sitting and typing/keyboarding, using a computer (e.g., keyboard, mouse, and monitor) or adding machine
- Physical demands with activity or condition may occasionally include walking, bending, reaching, standing, and stooping
- May require occasional lifting/lowering, pushing, carrying, or pulling up to 20lbs
