Director, Voice Customer; VOC

Position: Director, Voice of the Customer (VOC)
Job Description

Summary of This Role

What You'll Do

We are seeking a Director of Voice of the Customer (VoC) to build and lead a comprehensive, insight-driven VoC strategy that goes far beyond surveys. This leader will unify customer feedback across structured and unstructured data sources to deliver a single, actionable view of the customer experience - driving improvements in retention, product experience, and customer lifetime value.

The ideal candidate is both a strategist and operator: someone who can design a world-class VoC program while also getting hands-on with programming, data, text analytics, and cross-functional activation.

What Success Looks Like (First 6-12 Months)

* A unified VoC ecosystem integrating survey and non-survey data sources

* Partnering with Analytics team to define a clear, trusted view of top drivers of satisfaction, dissatisfaction and churn

* Closed-loop feedback processes embedded across Customer Success and Support

* Measurable impact on retention, NPS, and customer effort

* Executive team actively using VoC insights to drive decisions

Key Responsibilities

Enterprise VoC Strategy & Program Leadership

* Design and scale a holistic VoC program that integrates surveys, operational and behavioral data, and unsolicited feedback

* Establish VoC as a core business system influencing Operations, Product, Customer Success, and Sales

* Define governance, operating cadence, and closed-loop processes across the organization

Beyond Surveys:
Multi-Channel Insight Generation

* Lead survey strategy using Qualtrics, including NPS, CSAT, onboarding, and lifecycle feedback

* Ensure surveys are only one input-not the program itself

* Integrate and analyze unstructured feedback from:

* Salesforce (case notes, customer interactions, churn reasons)

* Genesys (call transcripts, sentiment, support themes)

* Pendo (in-product/app feedback, usage signals)

* External sources (G2, app reviews, social channels, etc.)

Text Analytics & Insight Development

* Deploy and optimize text analytics/NLP tools to extract themes, sentiment, and root causes from large volumes of unstructured data

* Identify leading indicators of satisfaction, churn, dissatisfaction, and expansion opportunities

* Synthesize quantitative and qualitative insights into clear, prioritized business actions

Closed-Loop Feedback & Actionability

* Enforce execution of closed-loop processes at scale

* Ensure insights are translated into action plans with clear ownership and accountability

Executive Reporting & Storytelling

* Deliver compelling, insight-driven narratives-not just dashboards

* Elevate VoC insights to the executive level to inform strategic decisions

* Standardize and evolve KPIs (NPS, CSAT, CES, sentiment, effort, etc.) to reflect true customer health

Cross-Functional Influence

* Partner closely with Operations, Customer Experience, Product, Customer Success, and Sales

* Influence roadmap prioritization using customer evidence

* Act as the voice of the customer in strategic planning discussions

What Are We Looking for in this Role?

Qualifications

* 10+ years in Voice of the Customer, Customer Experience, Insights, or related roles

* Proven experience building and scaling VoC programs in a SaaS environment

* Deep hands-on experience with Qualtrics and its integration with Salesforce

* Strong expertise in text analytics and unstructured data analysis (NLP, sentiment analysis, thematic coding)

* Experience working with customer interaction and product data platforms such as Genesys and Pendo

* Strong understanding of SaaS customer lifecycle, churn drivers, and retention strategies

* Demonstrated ability to influence senior leaders and drive cross-functional change

What are our Desired Skills and Capabilities?

* Experience in payroll, HR tech, or SMB-focused SaaS businesses

* Familiarity with BI tools (e.g., Power BI) and data modeling concepts

* Experience linking VoC insights directly to financial outcomes (retention, expansion, LTV)

* Background in customer journey mapping and service design

* Experience implementing or scaling AI-driven analytics tools

What we offer

* Competitive compensation and performance incentives.

* Comprehensive benefits package.

*…