Group Manager, VOC Programs

Job Overview

We are seeking an exceptional Group Manager to drive the implementation of our VOC program vision and stand up a survey center of excellence for the Global Business Solutions Group. We are looking for an individual who thrives on changing the status quo and is laser-focused on making every experience simple, easy, and intuitive for our customers. We champion world-class customer experiences to power prosperity for our customers. Are you looking for a job that fills you with a sense of meaning and purpose? Come join the GBSG Customer Experience Team as a Customer Experience Leader.

Responsibilities

• Lead team that manages Voice Of Customer (VOC) insights infrastructure and survey programs
• Stand up a a new survey vision and strategy, including overseeing investments in the CX platform, revamping current surveys, launching new survey programs, and leading survey governance across the business unit
• Partner with peers across the organization to build and maintain operational processes, data quality, reporting and technology infrastructure
• Owns/leads the development of customer experience measurement dashboards and platform-wide reporting that weave into the global CX planning process to ensure data-backed decisions are made
• Collaborates with other leaders and partners (Product, Marketing, Sales) to evolve lead and lag indicators including existing key performance indicators (KPIs) like rNPS, PRS, tNPS, Customer Effort Score (CES)
• Defines, establishes, and documents standards, governance, and data stewardship appropriately to create consistent sources of truth, processes, metric definitions, ensuring they are all aligned with business strategy
• Drives process improvement, automation, development of analytic models and other tools including reports, dashboards, and data visualizations
• Tells compelling data-backed stories to drive quick decisions among both technical and non-technical stakeholders

Qualifications

• 10+ years of experience in Customer Experience, Customer Insights, or Voice of Customer in an IT, SAAS, or Fortune 500 Company, including leading in a highly matrixed, cross-functional, and fast-moving environment
• 5+ years as a people manager who can recruit, motivate, coach and lead a team of CX experts
• Successful track record of standing up CX platforms (e.g. Qualtrics, Medallia, Gainsight etc.)
• Deep knowledge of CX measurement and analytics with known methodologies and industry tools in CX such as customer sentiment, Voice of the Customer (VOC), survey infrastructure, measuring customer retention, trends in customer behavior which will help the business drive actionable insights and drive improvements in business performance
• Experience managing global customer listening posts, such as NPS programs, closed-loop and/or transactional survey programs across key customer & partner journey moments
• Knowledge across a variety of survey design and research methods, especially for CX applications
• Robust analytical and problem-solving skills with clear examples of using data actively for customer insights, measurement, ROI analysis and recommendations, ability to interpret complex data sets and extract actionable insights; experience applying statistical techniques and working knowledge of statistical concepts
• Strong business intelligence skills combining business analytics, data visualization, data mining and other data infrastructure to help drive data-driven decisions.
• Self-motivated and willing to proactively take on leadership roles in programs and projects; ability to roll-up sleeves and lead by example at both strategic and tactical levels; demonstrated ability to operate independently and interact frequently with senior management to help influence strategic direction
• Effective communicator & influential storyteller who can deliver a solid end to end story with data; ability to tailor content for different audience levels including executives
• Well-rounded interpersonal skills with the capacity to build relationships with senior stakeholders and collaborate/influence team members at varying levels of leadership
• Experienced with change management best practices, managing stakeholder engagement by communicating a change vision that supports a successful transformation
• BA/BS required; Equivalent work experience considered; MBA strongly preferred