Director, Voice of the Customer (VOC)

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