Voice of the Customer Program Lead
Are you passionate about the customer experience and driven to deliver actionable insights? Are you a natural leader, adept at building relationships and collaborating with cross-functional teams? We are seeking a talented Voice of the Customer Program Lead to join our team at Information Builders. As the Voice of the Customer Program Lead, you will be responsible for leading the development and execution of our Voice of the Customer program, ensuring that our customers' needs and feedback are heard and incorporated into our business strategies. The ideal candidate will have a strong background in customer experience, data analysis, and project management, as well as exceptional communication and interpersonal skills. If you are ready to make a meaningful impact and drive customer-centric initiatives, we encourage you to apply for this exciting opportunity.
- Develop and implement a comprehensive Voice of the Customer (VoC) program to gather and analyze customer feedback.
- Collaborate with cross-functional teams to identify and prioritize key customer needs and pain points.
- Utilize data and insights from customer feedback to drive business decisions and improve the overall customer experience.
- Lead the collection, organization, and analysis of customer data using various tools and techniques.
- Develop and maintain strong relationships with internal stakeholders and external customers to ensure the VoC program is effectively meeting their needs.
- Design and execute surveys, focus groups, and other methods to gather customer feedback.
- Monitor and report on key performance indicators related to customer satisfaction and loyalty.
- Identify opportunities for process improvement and implement changes to enhance the customer experience.
- Train and educate team members on the importance of customer feedback and how to utilize it to drive business success.
- Stay informed about industry trends and best practices in customer experience to continuously improve the VoC program.
- Handle customer escalations and provide timely and effective resolution to ensure a positive customer experience.
- Collaborate with marketing and sales teams to leverage customer feedback for promotional and sales materials.
- Develop and maintain a budget for the VoC program and ensure all activities are carried out within budget.
- Act as a subject matter expert on customer experience and provide guidance and support to other teams within the organization.
Strong Understanding Of Customer Needs And Preferences: A Voice Of The Customer Program Lead Should Have A Deep Understanding Of Customer Expectations And Pain Points. This Includes The Ability To Gather And Analyze Customer Feedback, Identify Trends, And Translate Them Into Actionable Insights For The Organization.
Excellent Communication And Interpersonal Skills: This Role Involves Working With Various Stakeholders, Including Customers, Internal Teams, And Senior Management. Therefore, Strong Communication And Interpersonal Skills Are Essential To Effectively Convey Customer Insights, Build Relationships, And Drive Cross-Functional Collaboration.
Experience With Customer Research And Analysis: The Ideal Candidate Should Have Experience With Various Research Methodologies, Such As Surveys, Focus Groups, And Analytics Tools. They Should Be Able To Design, Execute, And Analyze Research Projects To Gather Valuable Insights About Customer Sentiment And Behavior.
Project Management Skills: As A Voice Of The Customer Program Lead, It Is Crucial To Be Able To Manage Multiple Projects Simultaneously. This Requires Strong Project Management Skills, Including The Ability To Prioritize Tasks, Meet Deadlines, And Manage Resources Effectively.
Knowledge Of Customer Experience Best Practices: The Candidate Should Have A Solid Understanding Of Best Practices For Customer Experience Management. This Includes Knowledge Of Customer Journey Mapping, Customer Segmentation, And Customer Retention Strategies. Additionally, Knowledge Of Industry-Specific Trends And Benchmarks Is Also Desirable.
Strategic Planning
Data Analysis
Program Management
Communication
Market Research
Team Leadership
customer satisfaction
Customer engagement
Problem-Solving
Stakeholder management
Customer Insights
Customer Feedback
Communication
Conflict Resolution
Emotional Intelligence
Leadership
Time management
creativity
Critical thinking
Teamwork
Adaptability
Problem-Solving
According to JobzMall, the average salary range for a Voice of the Customer Program Lead in Raleigh, NC, USA is $80,000 to $110,000 per year. This may vary depending on the specific company, industry, and level of experience of the individual.
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Information Builders is a 40+ year old privately held software company headquartered in New York City. Information Builders provides services in the fields of Business Intelligence, Data Integration and Data Quality solutions.
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