Design, implement, and lead Voice of Customer (VoC) programs that provide the organization with actionable customer experience insights.
Analyze quantitative and qualitative feedback from multiple sources (surveys, support trends, product usage, and more) to identify patterns, pain points, and opportunities.
Lead internal change management and training efforts related to new digital VoC programs.
Synthesize feedback into actionable insights and present findings to product, CX, marketing, and executive teams to influence roadmap and business strategy.
Track and report on key metrics to drive measurable outcomes including campaign ROI, health scores, churn, and satisfaction trends.
Establish and maintain a centralized customer insights repository to ensure all teams have access to consistent, actionable data.
Collaborate closely with Product, Technical Customer Care, Customer Success and other cross-functional teams to close the loop with customers and ensure their feedback leads to tangible improvements.
Identify emerging trends and strategic opportunities and recommend proactive solutions.
Act as the voice of the enterprise customer across the organization, championing their perspective in all decision-making processes.
Develop frameworks and processes to continuously improve the effectiveness and efficiency of the VoC program.
Inspire the organization to listen, understand and act on customer feedback as an effective data-driven storyteller.

Requirements

Bachelor’s degree or equivalent experience in a relevant field.
Minimum 5 years of experience in customer experience, VoC, customer insights, or market research roles, preferably in a SaaS or healthcare technology environment.
Hands-on experience managing NPS, CSAT, surveys, and other feedback programs at an enterprise level.
Homecare industry experience required.
Strong analytical and research skills, with the ability to synthesize complex data into actionable insights.
Demonstrated success in driving customer-centric improvements that reduce churn, increase adoption, and improve satisfaction.
Proficiency with VoC platforms, survey tools (Qualtrics, Medallia, or similar), and data visualization/reporting tools (Tableau, Power BI, Excel).
Excellent written and verbal communication skills, with the ability to present insights to both technical and executive audiences.
Strong project management skills with the ability to manage multiple initiatives simultaneously.
Strategic thinker who can champion the customer perspective and influence cross-functional stakeholders.
Strong attention to detail, organization, and problem-solving skills.

Benefits

competitive health plans
paid time-off
company paid holidays
401K retirement program with a Company elected match
other company sponsored programs

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer experienceVoice of Customer (VoC)NPSCSATdata analysisfeedback synthesiscampaign ROIcustomer insightsmarket researchdata-driven storytelling

Soft Skills

analytical skillscommunication skillsproject managementstrategic thinkingattention to detailorganizationproblem-solvingcollaborationinfluencing skillschange management