Job Title: Director – Voice of the Customer

Overview of the Role

The Director – Voice of the Customer is a strategic leadership position responsible for championing the customer perspective across the organization. This role involves developing and executing comprehensive voice of the customer (VoC) programs to gather, analyze, and act upon customer insights that drive business growth, enhance customer satisfaction, and foster a customer-centric culture. The Director will collaborate closely with cross-functional teams including marketing, product development, customer service, and executive leadership to ensure customer feedback is integrated into strategic decision-making processes. This position requires a visionary leader with exceptional analytical skills, strong communication abilities, and a deep understanding of customer experience management.

Key Responsibilities

• Develop and Implement VoC Strategies: Design and oversee comprehensive voice of the customer programs, including surveys, interviews, focus groups, and digital feedback channels, to capture actionable insights that inform business strategies.
• Data Analysis and Reporting: Analyze customer feedback data to identify trends, pain points, and opportunities for improvement. Prepare detailed reports and presentations for senior management to support strategic initiatives.
• Cross-Functional Collaboration: Work closely with marketing, product, sales, and customer service teams to ensure customer insights are integrated into product development, service enhancements, and marketing campaigns.
• Customer Experience Enhancement: Lead initiatives to improve overall customer experience by translating insights into actionable projects, and monitor the impact of these initiatives over time.
• Stakeholder Engagement: Act as the primary advocate for the customer within the organization, fostering a customer-centric mindset among all departments and ensuring alignment with organizational goals.
• Leadership and Team Management: Build, develop, and lead a high-performing team responsible for VoC activities, ensuring continuous improvement and professional growth.
• Market and Industry Trends: Stay informed on industry best practices, emerging technologies, and competitive benchmarks related to customer experience and feedback management.
• Compliance and Data Privacy: Ensure all customer data collection and analysis activities comply with relevant privacy laws and organizational policies.