Voice of Customer Program Lead

📋 Description

• Lead VoC program; design scalable feedback systems, standards, partnerships.
• Collaborate with CSO, Product, Design, Eng, Revenue, Support, Marketing to coordinate feedback.
• Build centralized VoC dashboard and insights portal for broad access.
• Own end-to-end feedback loop: collect, analyze, act; close loop with customers.
• Establish governance for cross-org feedback accountability.
• Evangelize customer-centricity and embed VoC insights in roadmaps and ops.

🎯 Requirements

• 7+ years in customer insights, UX research, CX strategy, or VoC.
• Proven ability to lead complex, cross-functional initiatives without formal authority.
• Knotty problems at scale; design systems that work across silos.
• Strategic thinking plus operational execution; design and manage workflows.
• Qualtrics/Medallia/Typeform/Looker familiarity for VoC data.
• Basic SQL understanding; advanced knowledge a plus.
• Experience with data warehousing, querying and visualization tools (Snowflake, Redash, Tableau).
• Excellent communication and storytelling; translate messiness into clarity.
• Familiarity with customer lifecycle models, journey mapping, or experience analytics.

🎁 Benefits

• Competitive benefits and wellness programs.
• Company retreats and leadership interaction.
• Inclusive culture with accommodations for disabilities.
• Total Rewards philosophy and related programs.