Director, Voice of the Customer – VOC

Acrisure

Director of Voice of the Customer responsible for building and leading an insight-driven VoC strategy. Unifying customer feedback for actionable insights to improve retention and product experience.

Posted 6/10/2026full-timeOklahoma City • Ohio, Oklahoma • 🇺🇸 United StatesLead💰 $1 - $2 per yearWebsite

About the role

Key responsibilities & impact

Build and lead a comprehensive VoC strategy that goes beyond surveys
Unify customer feedback across structured and unstructured data sources for actionable insights
Design a world-class VoC program, getting hands-on with programming, data, text analytics, and cross-functional activation
Establish VoC as a core business system influencing Operations, Product, Customer Success, and Sales
Deploy and optimize text analytics/NLP tools to extract themes, sentiment, and root causes from unstructured data
Enforce execution of closed-loop processes at scale, translating insights into action plans
Elevate VoC insights to the executive level to inform strategic decisions

Requirements

What you’ll need

10+ years in Voice of the Customer, Customer Experience, Insights, or related roles
Proven experience building and scaling VoC programs in a SaaS environment
Deep hands-on experience with Qualtrics and its integration with Salesforce
Strong expertise in text analytics and unstructured data analysis (NLP, sentiment analysis, thematic coding)
Experience working with customer interaction and product data platforms such as Genesys and Pendo
Strong understanding of SaaS customer lifecycle, churn drivers, and retention strategies
Demonstrated ability to influence senior leaders and drive cross-functional change.

Benefits

Comp & perks

Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.
Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.
Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.
Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage.

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Hard Skills & Tools

text analyticsNLPsentiment analysisthematic codingdata analysisprogrammingVoC strategycustomer feedback analysisactionable insightsclosed-loop processes

Soft Skills

influencing senior leaderscross-functional changestrategic decision makingleadershipcommunication