Voice of the Customer Director

We are seeking a highly experienced and strategic Voice of the Customer (VoC) Director to lead our efforts in maximizing customer insights to directly influence product direction and business decisions. This pivotal role will oversee two distinct teams, driving our ability to gather, analyze, communicate, and act upon comprehensive customer and field feedback. The ideal candidate will be a passionate advocate for the customer, with a proven track record of transforming insights into actionable strategies that shape product development and enhance the customer experience.

Responsibilities:

Strategic Leadership & Vision

• Define and champion the overall VoC strategy, ensuring alignment with company objectives and product roadmap.
• Develop a clear vision for how customer insights will directly impact product development and business outcomes.
• Establish and maintain a culture of customer-centricity across the organization.

Maximizing Customer Insights to Influence Product Direction

• Gathering Customer and Field Feedback:
• Lead the development and implementation of robust processes for collecting reliable, effective, and representative customer and field feedback across all touchpoints (e.g., surveys, interviews, focus groups, user testing, social listening, support interactions, sales feedback).
• Identify and implement innovative tools and methodologies for data collection and analysis.
• Ensure data integrity and consistency in all feedback mechanisms.
• Communicating Feedback to Product Teams and Impacting Business Decisions:
• Develop compelling methods for synthesizing and presenting complex customer insights to product teams, engineering, leadership, and other key stakeholders.
• Translate raw feedback into actionable recommendations that directly inform product roadmaps, feature prioritization, and design decisions.
• Facilitate workshops and collaboration sessions to ensure insights are deeply integrated into the product development lifecycle.
• Quantify the impact of customer feedback on business metrics and demonstrate ROI.
• Closing the Loop with Customers:
• Establish clear communication channels and processes to effectively share product strategy, new features, and changes back to customers, demonstrating that their feedback is valued and acted upon.
• Develop compelling narratives that highlight the direct influence of customer feedback on product evolution.
• Foster long-term customer relationships built on trust and transparency.

Team Leadership & Development

• Lead, mentor, and develop two high-performing teams responsible for VoC operations and insights analysis.
• Define clear roles, responsibilities, and performance metrics for each team member.
• Foster a collaborative and data-driven environment within the teams.
• Manage resource allocation and project prioritization to ensure optimal team performance.

Cross-Functional Collaboration

• Partner closely with Product Management, Engineering, Sales, Marketing, Customer Support, and other departments to embed customer insights into all facets of the business.
• Act as a key liaison between customers and internal teams.
• Drive alignment and understanding of customer needs across the organization.

Qualifications:

• Bachelor's degree in Business, Marketing, UX Research, or a related field; Master's degree preferred.
• 10+ years of experience in Voice of the Customer, Customer Experience, UX Research, or Product Management roles, with at least 5 years in a leadership position managing teams.
• Proven expertise in designing and implementing comprehensive VoC programs and methodologies.
• Strong analytical skills with the ability to interpret complex data sets and translate them into actionable insights.
• Excellent communication, presentation, and storytelling skills, with the ability to influence diverse audiences.
• Demonstrated ability to drive product strategy and business decisions through customer insights.
• Experience with various VoC tools and platforms (e.g., Qualtrics, Medallia, Gainsight, Salesforce).
• Strong understanding of product development lifecycles and agile methodologies.
• Exceptional leadership and team management skills, with a focus on coaching and development.
• Strategic thinker with a hands-on approach to problem-solving.
• Passion for understanding customer needs and advocating for their best interests.