Manager, Voice of the Customer Insights
Liberty
full-time
Posted on:
Location Type: Office
Location: Joplin • 🇺🇸 United States
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Oversee Liberty’s Voice of the Customer Program ensuring the enterprise utilizes customer feedback through surveying and feedback programs
- Recommend and implement process improvements based on data insights.
- Support the Manager of Data Analytics and Manager Voice of Customer with process design and workshops to jointly improve Liberty’s Customer Excellence.
- Jointly develop long-term plans for business transformation, technology adoption, and workforce optimization.
- Lead and mentor Analysts.
- Work with cross-functional teams to analyze operational data for trend identification, inefficiencies, and opportunities.
- Stay informed on industry trends and regulatory changes.
- Conduct external research using market research standards
- Identify opportunities, design and plan operational strategies aligned with organizational goals.
- Brief cross-functional team members on Customer sentiments to improve service reliability, cost efficiency, and customer satisfaction.
- Collaborate with internal and external stakeholders
- Provide data-driven updates to leadership regarding improvement initiatives, results, and recommendations.
- Identify opportunities to improve Customer Excellence, implement industry best practices, and KPI’s.
Requirements
- Bachelor’s degree in Business, Operations, or a related field (or equivalent experience)
- Prior experience associated with market research and customer feedback programs, operational experience is an asset
- 5+ years of experience in a large-scale utility or regulated industry contact center environment
- 3+ years management experience
- Strong proficiency in market research, certifications are an asset
Benefits
- 401k with Company match
- Full insurance benefits starting day 1 (health/dental/vision/life)
- Collaborative environment with a genuine flexible working policy
- Share purchase/match plan
- Defined Contribution savings plan
- Top Talent Program
- Volunteer paid days off
- Employee Assistance Program
- Achievement fund
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analyticsprocess improvementmarket researchoperational strategy designcustomer feedback programstrend analysisKPI developmentbusiness transformationtechnology adoptionworkforce optimization
Soft skills
leadershipmentoringcollaborationcommunicationcross-functional teamworkorganizational skillsdata-driven decision makingcustomer focusproblem-solvingstrategic planning