Voice of Customer (VOC) Lead / Manager

Summary: The Voice of Customer (VOC) Lead / Manager is responsible for developing and executing VOC strategies to gather and analyze customer feedback, ensuring insights drive product development and strategy. This role involves managing research programs, engaging stakeholders, and generating actionable insights to enhance customer satisfaction and loyalty. The position is remote and emphasizes collaboration with cross-functional teams to advocate for customer-centric initiatives. The VOC Lead will also oversee program management and mentor a team of researchers.

Key Responsibilities:

• Design and execute end-to-end VOC research programs, including surveys, interviews, focus groups, and analysis of unsolicited feedback (social media, support calls, etc.).
• Define research objectives, methodologies, sampling strategies, and KPIs to measure customer satisfaction, loyalty, and overall experience.
• Oversee the collection, consolidation, and analysis of multi-source customer feedback data through platforms such as SurveySparrow.
• Analyze VOC inputs to identify customer trends, recurring issues, root causes, and improvement opportunities.
• Translate findings into clear, actionable insights and deliver recommendations through monthly reports, dashboards, and quarterly executive presentations.
• Track the impact of implemented initiatives and maintain a continuous feedback loop to drive ongoing optimization.
• Partner with cross-functional teams product, design, marketing, customer support, and commercial sales to ensure customer insights guide strategy and product development.
• Build strong internal relationships to advocate for customer-centric thinking and gain alignment on VOC initiatives.
• Manage VOC program operations, including research design, survey development, participant recruitment, and quality assurance of collected data.
• Lead and mentor a team of researchers, promoting best practices across generative and evaluative research.
• Ensure all VOC activities comply with ethical guidelines, data privacy standards, and relevant regulatory requirements.

Key Skills:

• Experience in designing and executing VOC research programs.
• Strong analytical skills to interpret customer feedback and generate insights.
• Excellent communication skills for reporting and stakeholder engagement.
• Ability to manage projects and mentor team members effectively.
• Knowledge of data privacy standards and ethical guidelines in research.

Salary (Rate): undetermined

City: undetermined

Country: USA

Working Arrangements: remote

IR35 Status: outside IR35

Seniority Level: undetermined

Industry: Other