Voice of Customer (VOC) Lead / Manager

Overview

Remote
Depends on Experience
Contract - W2

Skills

VOC
Reporting

Job Details

Product Designer / Interface Designer
REMOTE

Develop and Lead VOC Strategy

  • Design and execute end-to-end VOC research programs, including surveys, interviews, focus groups, and analysis of unsolicited feedback (social media, support calls, etc.).

  • Define research objectives, methodologies, sampling strategies, and KPIs to measure customer satisfaction, loyalty, and overall experience.

  • Oversee the collection, consolidation, and analysis of multi-source customer feedback data through platforms such as SurveySparrow.

Insight Generation & Reporting

  • Analyze VOC inputs to identify customer trends, recurring issues, root causes, and improvement opportunities.

  • Translate findings into clear, actionable insights and deliver recommendations through monthly reports, dashboards, and quarterly executive presentations.

  • Track the impact of implemented initiatives and maintain a continuous feedback loop to drive ongoing optimization.

Stakeholder Engagement

  • Partner with cross-functional teams product, design, marketing, customer support, and commercial sales to ensure customer insights guide strategy and product development.

  • Build strong internal relationships to advocate for customer-centric thinking and gain alignment on VOC initiatives.

Program Management

  • Manage VOC program operations, including research design, survey development, participant recruitment, and quality assurance of collected data.

  • Lead and mentor a team of researchers, promoting best practices across generative and evaluative research.

  • Ensure all VOC activities comply with ethical guidelines, data privacy standards, and relevant regulatory requirements.

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About Akshaya Inc