Who You Are

At Justworks, we believe that listening to our customers is one of our greatest strategic advantages. The Voice of Customer (VoC) Program Lead will bring that belief to life by turning feedback into insight, and insight into action.

As the founding leader of our VoC program, you'll architect the systems, standards, and partnerships needed to scale how we listen to customers across their journey. This role lives within the Research & Insights team and collaborates deeply with CSO, Product, Design, Engineering, Revenue, Support and Marketing to ensure that feedback is coordinated, activated, and accountable across the business.

We're looking for a systems thinker with a strong bias for collaboration - someone who can rally cross-functional teams around shared goals, clarify complex problems, and lead without formal authority. You'll need the storytelling skill to make insights resonate and the operational chops to make them matter.
Your Success Profile
What You'll Work On
Orchestration & Infrastructure

• Design and implement a centralized approach for collecting, connecting and managing customer feedback data at scale
• Streamline and standardize listening posts, surveys, and tools across the customer lifecycle
• Own the full feedback loop - from collection to insight to follow-up, operationalizing how we close the loop with customers when feedback leads to change
• Build and maintain a centralized dashboard and insights portal, ICP server, and other "ways in" to increase accessibility and usage of VoC insights across the enterprise
• Ensure VoC outreach to customers is coordinated and respectful, increases customer obsession, and focuses on collecting data that will be used to inform decisions
• Partner cross-functionally (including with Revenue, Data & Analytics, and others) to build scalable infrastructure

Cross-Functional Collaboration & Influence

• Build a deep understanding of existing approaches to incorporating customer feedback into functional ways of working, then design an approach to transform those approaches into a cross-functional governance model, testing and learning to bring it to life
• Partner with product managers, CSO leaders, marketers, and other stakeholders to embed VoC insights in roadmaps and ops, and advocate for VoC inputs in planning and prioritization forums
• Establish governance to ensure consistent, cross-org feedback accountability
• Evangelize customer-centricity across the org, contributing to a culture that values insight-driven work

Storytelling & Insight Synthesis

• Aggregate and analyze feedback from diverse sources (surveys, interviews, support tickets, sales calls, etc.)
• Apply structured taxonomy and tagging to surface trends and root causes
• Craft compelling insight narratives for cross-functional and executive audiences
• Translate feedback into prioritized opportunities that shape product, policy, and service design and

Measuring Success & Continually Improving

• Define, socialize, and program an approach to measuring the impact and effectiveness of the Justworks VoC program
• Track and report on the business impact of VoC-driven changes
• Build a program to regularly reflect on what's working, what's not, and how to continuously improve VoC to best serve our internal stakeholders and our customers

How You Will Do Your Work

You'll be a good fit if you're a connector and a translator - able to bridge the gaps between what customers are saying and what internal teams need to hear, and if...

• You thrive in environments where ownership is high, structure is emergent, and collaboration is essential
• You're energized by bringing order to ambiguity, and by making complex systems work better for real people - inside and outside the company
• You believe that customer insights should shape strategy, not just validate it

Success in this role in year 1 will look like:

• A shared, standardized VoC infrastructure and taxonomy in place
• Feedback collected at key journey moments with minimal duplication or fatigue
• Clear insight-to-action loops tied to strategic priorities, with measurable impact on customer outcomes
• Cross-functional teams regularly using VoC data to inform decisions
• Greater visibility and accountability for the voice of the customer across the org

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; more advanced knowledge is a very nice to have
• Comfortable navigating data warehousing, querying and visualization tools like Snowflake, Redash, and Tableau
• Excellent communication and storytelling skills - especially when translating messiness into clarity
• Familiarity with customer lifecycle models, journey mapping, or experience analytics is a plus

The base wage range for this position based in our New York City Office is targeted at $190,000 to $209,000 per year.

#LI-MM3 #LI-Hybrid

Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.

For more information about Justworks' Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks.