Director, Voice of the Customer (VOC)

Acrisure•Cleveland, OH

4d•$1 - $2•Onsite

About The Position

We are seeking a Director of Voice of the Customer (VoC) to build and lead a comprehensive, insight-driven VoC strategy that goes far beyond surveys. This leader will unify customer feedback across structured and unstructured data sources to deliver a single, actionable view of the customer experience — driving improvements in retention, product experience, and customer lifetime value. The ideal candidate is both a strategist and operator: someone who can design a world-class VoC program while also getting hands-on with programming, data, text analytics, and cross-functional activation.

Requirements

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

Nice To Haves

Experience in payroll, HR tech, or SMB-focused SaaS businesses
Familiarity with BI tools (e.g., Power BI) and data modeling concepts
Experience linking VoC insights directly to financial outcomes (retention, expansion, LTV)
Background in customer journey mapping and service design
Experience implementing or scaling AI-driven analytics tools

Responsibilities

Design and scale a holistic VoC program that integrates surveys, operational and behavioral data, and unsolicited feedback
Establish VoC as a core business system influencing Operations, Product, Customer Success, and Sales
Define governance, operating cadence, and closed-loop processes across the organization
Lead survey strategy using Qualtrics, including NPS, CSAT, onboarding, and lifecycle feedback
Ensure surveys are only one input—not the program itself
Integrate and analyze unstructured feedback from: Salesforce (case notes, customer interactions, churn reasons), Genesys (call transcripts, sentiment, support themes), Pendo (in-product/app feedback, usage signals), External sources (G2, app reviews, social channels, etc.)
Deploy and optimize text analytics/NLP tools to extract themes, sentiment, and root causes from large volumes of unstructured data
Identify leading indicators of satisfaction, churn, dissatisfaction, and expansion opportunities
Synthesize quantitative and qualitative insights into clear, prioritized business actions
Enforce execution of closed-loop processes at scale
Ensure insights are translated into action plans with clear ownership and accountability
Deliver compelling, insight-driven narratives—not just dashboards
Elevate VoC insights to the executive level to inform strategic decisions
Standardize and evolve KPIs (NPS, CSAT, CES, sentiment, effort, etc.) to reflect true customer health
Partner closely with Operations, Customer Experience, Product, Customer Success, and Sales
Influence roadmap prioritization using customer evidence
Act as the voice of the customer in strategic planning discussions