Director of Customer Experience

Job Summary

A company is looking for a Director, Voice of the Customer (VoC) to lead customer listening initiatives and enhance customer experience through insights.

Key Responsibilities:

• Develop and implement a comprehensive VoC strategy and data collection methods
• Establish governance processes and a closed-loop feedback system for customer concerns
• Analyze customer feedback to identify trends and collaborate with teams to improve customer experience

Required Qualifications:

• Bachelor's degree in business, Marketing, or a related field; advanced degrees preferred
• 8+ years of experience in leading VoC programs or related roles
• Strong analytical skills with experience in statistical analysis and data visualization tools
• Proficiency in Qualtrics VOC and Conversational Analytics platforms
• Experience managing multiple projects and leading cross-functional teams