Voice of Customer (VoC) Program Lead
Voice of Customer (VoC) Program Lead
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Job Description
Freshworks is seeking a Voice of Customer (VoC) Analyst to support our efforts in capturing analyzing and leveraging customer feedback to drive product improvements and enhance customer experience across our suite of products. Reporting to the Director of Customer Engagement you will play a pivotal role in defining our overall VoC strategy and how we proactively centralize all customer listening signals to reduce customer friction and drive deeper loyalty.
Responsibilities:
Customer Feedback Analysis:
- Develop and implement a comprehensive survey strategy for collecting analyzing and reporting out on NPS CSAT CES feedback across our product portfolio
- Evaluate enterprise software technologies that could help us refine our listening signals and automate our reporting and measurement capabilities.
CrossFunctional Collaboration:
- Partner closely with Product Management Engineering Marketing Sales and Customer Success teams to ensure alignment on VoC strategies.
- Act as a liaison between customers and internal teams advocating for customer needs and driving alignment on product priorities.
Insights Utilization:
- Utilize insights from customer feedback to drive product improvements enhance customer experience and increase customer satisfaction and loyalty.
- Develop and implement strategies to effectively communicate customer insights and recommendations to internal stakeholders.
- Develop a cadence for reporting regularly to stakeholders on key metrics across NPS CES CSAT and more.
Qualifications :
- Bachelors degree in Business Administration Marketing or related field; Masters degree preferred.
- 35 years of experience in customer experience market research or related roles in the B2B or B2C tech industry.
- Proven track record of developing and executing successful VoC strategies and initiatives.
- Strong analytical skills with the ability to derive actionable insights from customer feedback data.
- Excellent communication presentation and interpersonal skills.
- Experience in leading crossfunctional teams and driving alignment towards common goals.
- Ability to thrive in a fastpaced dynamic environment and navigate ambiguity.
- Comfortable with a dualsite working model between the U.S. and India with the ability to travel as needed.
Additional Information :
The annual base salary range for this position is $116600.00 $167555 Bonus
Compensation is based on a variety of factors including but not limited to location experience jobrelated skills and level.
Freshworks offers multiple options for dental medical vision disability and life insurances. Equity ESPP flexible PTO flexible spending commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.
At Freshworks we are creating a global workplace that enables everyone to find their true potential purpose and passion irrespective of their background gender race sexual orientation religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant richer work environment that advances the goals of our employees communities and the business.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
