Job Description

Welcome to the intersection of energy and home services. At NRG, we’re driven by the idea of a smarter, cleaner, more connected future—and the possibilities that will bring to the world and to the 7.3 million customers we serve. 

Vivint Smart Home, an NRG owned company, is a leading smart home company in the United States, dedicated to redefining the home experience with intelligent products and services. We find purpose in proactively protecting and keeping our customers connected to home, no matter where they are. Join the Smart Home team to create smarter, safer and more sustainable homes. More information is available at www.nrg.com or www.vivint.com. Connect with NRG and Vivint on Facebook, Instagram, LinkedIn and X. 

Overview: As a Voice of Customer Director, you will play a pivotal role in managing the Net Promoter System (NPS) and ensuring the continuous improvement of our products and services by implementing and managing a robust closed-loop feedback system, including both the inner and outer loop. You will be responsible for gathering customer feedback both positive and negative, analyzing it, and driving actionable insights that lead to enhanced customer experiences. This role will manage the Net Promoter system and platform, gathering and reporting results, facilitating cross-channel data sharing, defining KPIs, integrating customer data, and leading work to inform customer strategy priorities. This role requires a blend of analytical skills, project management capabilities, and a deep understanding of customer needs and preferences.

Key Responsibilities:

Design and Implement Closed Loop Feedback Program: Develop strategies and methodologies for collecting, analyzing, and acting upon customer feedback across various touchpoints (e.g., surveys, social media, reviews, and customer support interactions). This includes the inner loop and outer loop. Ensure customer feedback is addressed in a timely and effective manner.

Manage Feedback Collection Channels: Oversee the selection, implementation, and maintenance of tools and platforms used for gathering customer feedback, ensuring they are effective and user-friendly.

Analyze Feedback Data: Utilize data analytics techniques to interpret feedback data, identify trends, patterns, and areas for improvement, and generate actionable insights.

Cross-functional Collaboration: Collaborate with cross-functional teams such as product development, marketing, customer support, and sales to disseminate feedback insights and drive initiatives for improving products and services.

Drive Continuous Improvement: Develop and implement strategies to close the feedback loop effectively, ensuring that customer concerns and suggestions are addressed in a timely manner. Use data to measure the impact of customer feedback on business outcomes, including customer retention and revenue growth.

Monitor KPIs: Define and track key performance indicators (KPIs) related to customer feedback and satisfaction, providing regular reports and insights to senior management.

Customer Experience Optimization: Work closely with UX/UI designers and product managers to translate customer feedback into actionable product enhancements that improve the overall customer experience.

Stay Abreast of Industry Trends: Keep up-to-date with industry best practices, emerging technologies, and trends related to customer feedback management and customer experience to continuously enhance the feedback program.

Qualifications:

• Bachelor's degree in Business Administration, Marketing, or related field (Master's degree preferred).
• Proven experience (10+ years) in a similar role, preferably in a customer-centric organization.
• Experience managing Net Promoter System (NPS) and inner & outer loop management
• Strong analytical skills with proficiency in data analysis tools and techniques. Ability to collect and analyze data to drive insights and action
• Excellent project management and organizational abilities.
• Exceptional communication skills with the ability to convey complex ideas and insights clearly and concisely to executive leadership
• Experience working with customer feedback management platforms (e.g., Medallia, Qualtrics, InMoment).
• Ability to collaborate effectively with cross-functional teams and drive initiatives to completion.
• Experience working in a fast-paced, high-growth environment
• A passion for understanding customer needs and a commitment to delivering e