The Voice of Customer Lead manages customer feedback programs, analyzes customer insights, and translates findings into actionable recommendations that improve customer experiences and business outcomes.

Job Responsibilities

• Manage VOC programs; analyze survey and feedback data; identify trends; create executive reports; partner with stakeholders to implement improvements.
• Reviews and analyzes CX/UW data to measure impact of current processes and makes recommendations for change
• Maintain confidentiality regarding internal practices and procedures.
• Abide by all company or department policies
• Perform other duties as assigned by management

Job Qualifications

Formal Education and Certification

4-year degree preferred

Knowledge and Experience

5+ years of customer experience, research, analytics, or related experience; strong data interpretation and presentation skills.

Preferred Knowledge and Experience

Survey platform expertise; advanced analytics experience; customer journey mapping knowledge.

Skills and Competencies

• Customer advocacy, analytics, storytelling, collaboration, strategic thinking.
• Proficient understanding of departmental/company quality assurance standards
• Team Oriented to work closely with others in the department and across the organization.
• Bi-lingual (English and Spanish) preferred

Performance Expectations

Deliver actionable customer insights; improve customer satisfaction metrics; support decision-making through reliable analysis.