Voice of the Customer Lead

TWAY Trustway Services • Atlanta, GA

6d

About The Position

The Voice of Customer Lead manages customer feedback programs, analyzes customer insights, and translates findings into actionable recommendations that improve customer experiences and business outcomes.

Requirements

• 4-year degree preferred
• 5+ years of customer experience, research, analytics, or related experience
• strong data interpretation and presentation skills
• Proficient understanding of departmental/company quality assurance standards
• Team Oriented to work closely with others in the department and across the organization

Nice To Haves

• Survey platform expertise
• advanced analytics experience
• customer journey mapping knowledge
• Bi-lingual (English and Spanish) preferred

Responsibilities

• Manage VOC programs
• analyze survey and feedback data
• identify trends
• create executive reports
• partner with stakeholders to implement improvements
• Reviews and analyzes CX/UW data to measure impact of current processes and makes recommendations for change
• Maintain confidentiality regarding internal practices and procedures
• Abide by all company or department policies
• Perform other duties as assigned by management

What This Job Offers

• Job Type: Full-time
• Career Level: Senior