Voice of the Customer (VoC) Strategist
About The Position
The Voice of Customer (VoC) Strategist supporting Value Streams ensures customer insights are embedded at the center of how the organization designs, delivers, and continuously improves experiences. This role establishes the framework for measuring and analyzing customer experience, translating qualitative and quantitative feedback into meaningful metrics, actionable insights, and strategic recommendations that influence priorities and investment decisions. Partnering closely with product, experience design, and business leaders, the VoC Strategist helps shape experience design, define MVP scope, inform roadmap sequencing, and drive ongoing performance management. By aligning decision-making with customer needs and enterprise customer experience standards, this role ensures the organization delivers experiences that are both customer-centered and strategically impactful.
Requirements
- Bachelor’s or Master’s Degree in Business, Market Research, Service Design, Marketing or a related field.
- 7+ years of experience in customer experience, customer success, or related roles.
- Strong qualitative and quantitative research expertise; able to translate findings into actionable recommendations.
- Expertise defining North Star/scorecard CX metrics, including leading and lagging indicators.
- Experience implementing VoC programs in large, complex organizations, including cross-functional stakeholder engagement.
- Familiarity with enterprise VoC tooling and measurement practices (examples include Qualtrics or Medallia).
- Clearly communicates with customers and internal stakeholders (verbal, written, and presentations) and drives alignment.
- Demonstrates empathy and emotional intelligence to understand stakeholder needs and build trust.
- Proven experience analyzing customer data and feedback to identify trends, root causes, and improvement opportunities, and recommends solutions.
- Able to lead cross-functional teams and foster a customer-centric culture across departments.
- Comfortable navigating changing customer expectations, market dynamics, and emerging technologies.
Responsibilities
- Define and operationalize clear customer experience (CX) metrics, including success measures, baselines, and targets, to track progress and inform business decisions
- Design and lead end‑to‑end customer research using qualitative and quantitative methods such as surveys, interviews, and behavioral data analysis
- Translate customer insights into clear, evidence‑based recommendations that inform experience improvements, process changes, product scope, and prioritization
- Build closed‑loop feedback processes that ensure customer input drives issue resolution, product iteration, and performance tracking
- Monitor CX trends, identify root causes of changes in customer metrics, and provide insights to inform roadmap planning and ongoing experience optimization
- Responsible for the development of presentation documents for company and enterprise leadership.
Benefits
- Award-winning culture
- Inclusion and diversity as a priority
- Performance Based Incentive Plans
- Competitive benefits package that includes: Health, Vision, Dental, Short & Long-Term Disability
- Generous PTO (including paid time to volunteer!)
- Up to 9.5% 401(k) employer contribution
- Mental health support
- Career advancement opportunities
- Student loan repayment options
- Tuition reimbursement
- Flexible work environments
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What This Job Offers
Job Type
Full-time
Career Level
Senior
