Voice of Customer Program Specialist

Midmark Corporation•Versailles, OH

About The Position

JOB SUMMARY: The Voice of Customer Program Specialist is responsible for supporting the execution and ongoing management of Midmark’s Voice of the Customer (VoC) Program across the Customer Engagement function. This role manages customer feedback administration, survey deployment, reporting, and analytics to ensure customer insights are translated into actionable business improvements. Works cross-functionally to support closed-loop processes and journey mapping initiatives. Performs work under minimal supervision and serves as a subject matter resource for customer feedback tools, reporting, and analysis.

Requirements

Bachelor’s degree in marketing, business, analytics, or related field and 3+ years of experience in customer insights, Voice of the Customer, marketing research, business analytics, or related function, or equivalent combination of education and experience.
Solid working knowledge of Voice of the Customer methodologies and customer journey mapping
Solid working knowledge of survey and feedback management platforms
Comprehensive knowledge of data analysis and reporting tools
Solid working knowledge of dashboard development and performance metrics
Strong analytical and critical thinking skills
Solid working knowledge of CRM systems
Strong written and verbal communication skills
Ability to manage multiple projects and priorities in a deadline-driven environment

Responsibilities

Administers and manages customer feedback platforms, including survey configuration, deployment, monitoring, and maintenance
Supports execution of Voice of the Customer initiatives and projects, ensuring timelines, deliverables, and stakeholder expectations are met
Collects, analyzes, and interprets quantitative and qualitative customer feedback data to identify trends, insights, and improvement opportunities
Develops dashboards, scorecards, and reports to communicate Voice of the Customer metrics, including Net Promoter Score and related indicators
Supports closed-loop feedback processes by tracking follow-up actions and ensuring resolution of customer concerns
Assists in maintaining and updating the end-to-end Customer Journey map based on customer feedback and research findings
Partners with cross-functional teams to translate customer insights into actionable processes or experience improvements
Maintains documentation of Voice of the Customer processes, standards, and reporting methodologies
Supports governance processes related to feedback reporting, data integrity, and system enhancements
Ensures data accuracy, confidentiality, and compliance with company policies and regulatory standards
Participates in cross-functional meetings and continuous improvement initiatives
Assists with special projects and research initiatives related to customer engagement
Other duties, as needed