VOC Insights Program Lead

Key Responsibilities

• Serve as the main contact for the LGEUS CX / VOC Program and manage the associated budget, resourcing and processes
• Responsible for the LGEUS CX / VOC team and for the quality and output of the analysis conducted and the insights delivered
• Oversee the development and execution of the CX /VOC Program vision, goals, and roadmap
• Leverage data and customer feedback to drive improvements and innovation in customer digital experience, product offerings, order fulfillment, customer service and overall customer satisfaction
• Work with the executive sponsor to develop and lead a cross-functional governance forum or steering committee to help define priorities, assign owners to improvement initiatives, and to provide resourcing and budget support
• Engage key stakeholder groups and champions who can represent their respective areas on CX / VOC initiatives. Partner with them to understand their objectives, challenges, analytical and reporting needs, and their desired outcomes.
• Manage the prioritization of insight requests across the various stakeholder groups / departments / business lines
• Set enterprise-wide standards for customer feedback analysis and reporting based on best practices (prioritizing and managing data sources, metrics, models, analysis)
• Oversee the enterprise-level analysis, insights and reporting and deliver the executive readouts to communicate key insights, prioritize improvements, and measure progress on a regular cadence
• Translate data insights into compelling CX strategies and programs, advocating for their adoption across the organization.
• Develop business cases and persuasive presentations to advocate for these strategies, securing buy-in from key stakeholders and leadership
• Leverage innovative approaches to gather and analyze customer feedback
• Manage the CXM vendor relationship and the process for user onboarding, enablement and the facilitation of best practices across the company
• Manage the acquisition of data sources from an IT perspective
• Drive adoption and expansion of key platform features by demoing and developing proof of concepts/pilots for key platform features while leveraging best practice

Capabilities/Qualifications

• Bachelor’s degree with 8+ years of experience in program management, consulting, and analytical roles with an emphasis on customer experience
• 5+ years’ experience managing a team of employees
• Has proven experience managing and administering CX/NPS programs, demonstrating a deep understanding of the methodology and its application
• Experience with Qualtrics XM Discover (or similar VOC text analytics platform)
• Track record of success in building relationships at multiple levels within an organization
• Technically proficient in analytics, visualization, data processing workflows, and dashboards
• Strong focus on qualitative and quantitative data analysis including text analytics, statistical techniques, general data analysis and trend analysis among others.
• Analytical storyteller capable of interpreting data and helping to translate insights into action
• Ability to collaborate with teams across a matrix organization while also being able to work independently and as a self-starter
• Strong communication skills including written, analytical, presentation and verbal with the ability to effectively develop materials that are appropriate to the audience and evangelize key concepts and best practices
• Passion for solving cross-functional challenges coupled with a commitment to customer experience and satisfaction
• Ability to properly explain technical tasks to non-technical stakeholders