Global Customer Insights & Voice of the Customer Lead

The Global Customer Insights & VoC Lead will lead the global customer insights and Voice of the Customer capability for Global Customer Care. This role will bring together customer feedback, case data, operational metrics, digital signals, supplier inputs and other insights sources to identify customer pain points, backlog drivers and improvement opportunities. The role is responsible for translating those insights into clear recommendations and working with cross-functional partners to drive actions that improve customer outcomes, reduce avoidable demand and address the root causes of case backlog.