Voice of Customer Program Lead
JustworksPEO, HR company
New York, United States$190,000 - $209,000Lead
Union Square Ventures
FirstMark Capital
Bain Capital Ventures
Index Ventures
Redpoint Ventures
Spark Capital
Operations & Strategy
About the role
TL;DR
Lead the Voice of Customer program, turning feedback into actionable insights.
- •The Voice of Customer (VoC) Program Lead will architect systems, standards, and partnerships to scale customer feedback collection and insight generation across the customer journey.
- •This role lives within the Research & Insights team and collaborates deeply with various departments to ensure feedback is coordinated, activated, and accountable.
- •Key Responsibilities Design and implement a centralized approach for collecting, connecting, and managing customer feedback data at scale.
- •Streamline and standardize listening posts, surveys, and tools across the customer lifecycle.
- •Own the full feedback loop from collection to insight to follow-up, operationalizing how to close the loop with customers.
- •Build and maintain a centralized dashboard and insights portal to increase accessibility and usage of VoC insights.
- •Aggregate and analyze feedback from diverse sources, applying structured taxonomy to surface trends and root causes.
- •Requirements 7+ years of experience in customer insights, user research, CX strategy, or VoC programs.
- •Demonstrated success leading complex, cross-functional initiatives without formal authority.
- •Strong mix of strategic thinking and operational execution.
- •Comfort working with both quantitative and qualitative feedback, and with tools like Qualtrics, Medallia, Typeform, Looker.
- •At least a basic understanding of SQL; more advanced knowledge is a very nice to have.
Required skills
LookerSQLSnowflakeTableauProduct ManagementUser ResearchProgram Management
Nice-to-have skills
Customer Success
Tech stack
LookerSQLSnowflakeTableau