Voice of Customer Program Manager

Full-time Management & Operations

Job Title

B2B VOC Champion

Responsibilities

• Harvest VOC insights across various sources to identify opportunities for ongoing Customer Experience improvement.
• Analyze and integrate data from customer feedback, social sentiment, operational data, and qualitative/observational research.
• Surface insights on customer issues/pain points, determine root causes (e.g., internal challenges), and highlight key areas for resolution.
• Identify opportunities to align and/or innovate around Customer Experience design.
• Enable internal business partners to address VOC insights through stakeholder engagement and program management.
• Facilitate prioritization and development of initiatives to close the VOC loop.
• Drive collaboration among internal stakeholders to follow through on agreed VOC initiatives.
• Monitor successful execution and impact on NPS improvement.
• Manage strategic VOC programs.
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