Product Solution Feedback Director

• Advise Product Solutions teams on adopting new and existing client-facing products crafting complex solutions and assessing risk to enhance the customer experience.
• Leverage deep knowledge of multiple products and capabilities to manage strategic development of end-to-end product solution strategies and processes.
• Manage the collection of client feedback and oversee its delivery to Product teams ensuring unified feedback standards across 10 channels (surveys support tickets telemetry etc.).
• Create and maintain a Jobs to be Done (JTBD) taxonomy organizing feedback by 8 core employee job categories.
• Define intake governance approval workflows and listening strategies for feedback management.
• Consolidate feedback from Qualtrics ServiceNow JPMC Assistant product telemetry and other sources.
• Synthesize data using AI/ML techniques such as sentiment analysis auto-categorization theme detection and anomaly detection.
• Generate weekly insights dashboards and monthly executive transparency reports maintaining 90% data quality through validation and governance.
• Identify and prioritize issues using impact effort and volume frameworks; partner with product teams to translate insights into actionable roadmap items.
• Track outcomes and measure business impact (e.g. CSAT improvement adoption lift) manage closed-loop You Spoke We Listened communication programs and lead monthly Feedback Council prioritization meetings.
• Report to executives on CSAT trends emerging issues and action progress; engage product owners on insights facilitate decision-making and partner cross-functionally with UX Research Data Communications and Product teams.

Required qualifications capabilities and skills

• 8 years of experience or equivalent expertise leading and developing solutions across multiple teams and a cluster of products data analytics customer success or operations
• Strategic thinking: ability to set vision and establish governance
• Data fluency: comfortable with dashboards SQL data platforms (Snowflake Power BI Tableau)
• Stakeholder management and executive communication; Cross-functional collaborator: comfortable working across matrix teams
• Familiarity with enterprise feedback/VOC (Voice of Customer) programs
• Understanding of product management and how products iterate
• Basic knowledge of AI/ML capabilities (sentiment analysis NLP classification)
• Demonstrable experience structuring and handling complex solutions for business problems to meet clients needs
• Strong synthesis skills: distill insights from thousands of data points
• Detail-oriented: establish clear RACI processes and governance
• Change agent: drive cultural shift from reactive to data-driven decision-making