Voice of Customer Program Lead

Justworks•New York, NY

3d•$190,000 - $209,000•Hybrid

About The Position

At Justworks, we believe that listening to our customers is one of our greatest strategic advantages. The Voice of Customer (VoC) Program Lead will bring that belief to life by turning feedback into insight, and insight into action. As the founding leader of our VoC program, you’ll architect the systems, standards, and partnerships needed to scale how we listen to customers across their journey. This role lives within the Research & Insights team and collaborates deeply with CSO, Product, Design, Engineering, Revenue, Support and Marketing to ensure that feedback is coordinated, activated, and accountable across the business. We’re looking for a systems thinker with a strong bias for collaboration — someone who can rally cross-functional teams around shared goals, clarify complex problems, and lead without formal authority. You’ll need the storytelling skill to make insights resonate and the operational chops to make them matter.

Requirements

7+ years of experience in customer insights, user research, CX strategy, or VoC programs
Demonstrated success leading complex, cross-functional initiatives — aligning multiple teams around shared goals without formal authority
Passion for solving knotty, ambiguous problems at scale — and designing systems that work across silos
Strong mix of strategic thinking and operational execution: you can zoom out to design frameworks and zoom in to manage workflows
Comfort working with both quantitative and qualitative feedback, and with tools like Qualtrics, Medallia, Typeform, Looker, or equivalent
At least a basic understanding of SQL
Comfortable navigating data warehousing, querying and visualization tools like Snowflake, Redash, and Tableau
Excellent communication and storytelling skills — especially when translating messiness into clarity

Nice To Haves

More advanced knowledge of SQL
Familiarity with customer lifecycle models, journey mapping, or experience analytics is a plus

Responsibilities

Design and implement a centralized approach for collecting, connecting and managing customer feedback data at scale
Streamline and standardize listening posts, surveys, and tools across the customer lifecycle
Own the full feedback loop — from collection to insight to follow-up, operationalizing how we close the loop with customers when feedback leads to change
Build and maintain a centralized dashboard and insights portal, ICP server, and other “ways in” to increase accessibility and usage of VoC insights across the enterprise
Ensure VoC outreach to customers is coordinated and respectful, increases customer obsession, and focuses on collecting data that will be used to inform decisions
Partner cross-functionally (including with Revenue, Data & Analytics, and others) to build scalable infrastructure
Build a deep understanding of existing approaches to incorporating customer feedback into functional ways of working, then design an approach to transform those approaches into a cross-functional governance model, testing and learning to bring it to life
Partner with product managers, CSO leaders, marketers, and other stakeholders to embed VoC insights in roadmaps and ops, and advocate for VoC inputs in planning and prioritization forums
Establish governance to ensure consistent, cross-org feedback accountability
Evangelize customer-centricity across the org, contributing to a culture that values insight-driven work
Aggregate and analyze feedback from diverse sources (surveys, interviews, support tickets, sales calls, etc.)
Apply structured taxonomy and tagging to surface trends and root causes
Craft compelling insight narratives for cross-functional and executive audiences
Translate feedback into prioritized opportunities that shape product, policy, and service design
Define, socialize, and program an approach to measuring the impact and effectiveness of the Justworks VoC program
Track and report on the business impact of VoC-driven changes
Build a program to regularly reflect on what’s working, what’s not, and how to continuously improve VoC to best serve our internal stakeholders and our customers