Senior Manager, Voice of Customer

About Gusto

At Gusto were on a mission to grow the small business economy. We handle the hard stuff payroll health insurance 401(k)s and HR so owners can focus on their craft and their customers. With teams in Denver San Francisco and New York we support more than 500000 small businesses nationwide and are building a workplace that reflects the people we serve.

All full-time employees receive competitive base pay benefits and equity (RSUs) because everyone who helps build Gusto should share in its success. Offer amounts are determined by role level and location. Learn more about our Total Rewards philosophy.

AI is a fundamental part of how work gets done at Gusto. We expect all team members to actively engage with AI tools relevant to their role and grow their fluency as the technology evolves. AI experience requirements vary by role and will be assessed during the interview process.

About the Role:

Gustos customers are at the heart of everything we build and this role makes sure their voice is impossible to ignore. As Senior Manager Voice of Customer on the CX Quality & Insights team youll own the strategy and storytelling that keeps the entire organization anchored to the customer experience. Youll lead a small high-impact team of analysts drive NPS ownership and bring customer insights to life for executives and cross-functional partners in ways that move the business forward. If youre energized by turning data into narrative and narrative into action this is your role.

About the Team:

The CX Quality & Insights team is Gustos connective tissue between customer experience and company strategy. We measure what matters across the customer journey surface the insights that drive prioritization and hold the organization accountable to the experience we deliver. We partner deeply with data product operations and leadership teams and we believe that great analysis without great storytelling is just noise.

Heres what youll do day-to-day:

• Own Gustos Voice of Customer program end-to-end from measurement design to insight delivery to action tracking serving as the primary driver of the VOC narrative across the company
• Lead coach and develop a team of up to 3 analysts building their capabilities in critical analysis executive communication and stakeholder partnership
• Own NPS strategy and reporting ensuring the metric is understood in context and tied to meaningful business outcomes
• Craft and deliver executive-level storytelling that brings the customer experience to life translating complex data into clear compelling narratives for senior leadership
• Facilitate regular VOC cross-functional reviews partnering with product engineering operations and design to keep teams aligned on customer priorities
• Operate and evolve Gustos journey measurement framework ensuring we have a clear current view of experience quality across key customer touchpoints
• Track customer-identified opportunities and associated work streams escalating where the organization is not addressing critical issues and holding partners accountable to progress
• Leverage AI tools to automate reporting workflows accelerate analysis and model new approaches to insight generation raising the bar for what a lean insights team can deliver

Heres what were looking for:

• 8 years of experience in voice of customer CX insights customer research or a related field where you consistently drove insights to measurable action
• 5 years of direct experience working with and influencing executive teams youre comfortable in the room and know how to land a message
• Proven people management experience with a track record of developing analysts into strong critical thinkers and trusted business partners
• Exceptional communication and storytelling skills you can distill complexity into clarity and tailor your message to any audience from frontline teams to the C-suite
• Strong analytical thinking with the ability to interrogate data critically connect findings to business and industry realities and resist surface-level conclusions
• AI fluency you actively integrate AI into your workflows automate routine work and use AI as a thought partner to accelerate and deepen your teams impact
• Consulting experience is a plus you thrive in ambiguity structure problems well and know how to build credibility with senior stakeholders quickly

Our cash compensation amount for this role is $140815/yr to $183060/yr in Denver & most major metro locations and $165715/yr to $215430/yr for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location experience and expertise and may vary from the amounts listed above.

Gusto has physical office spaces in Denver San Francisco and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles Gustos subsidiary whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office a secure reliable and consistent internet connection is required. This includes non-office days for hybrid employees.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds not just because its the right thing to do but because it makes our company stronger. If you share our values and our enthusiasm for small businesses you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race color religion national origin age sex (including pregnancy childbirth or related medical conditions) marital status ancestry physical or mental disability genetic information veteran status gender identity or expression sexual orientation or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories consistent with applicable federal state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey please fill out this form and a member of our team will get in touch with you.

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