Voice of the Customer Program Manager

Why This Role is Exciting 

AuditBoard is looking for an experienced Voice of the Customer (VoC) Program Manager with a curious mind-set to join our growing Customer Experience (CX) team! This role will be responsible for formalizing and improving the operations and analysis for a newly formed VoC discipline. The VoC Program Manager will partner with CX leads to build a holistic approach to AuditBoard’s customer insight data gathering process through touch-point surveying and other customer data collection efforts.

Key Responsibilities

• Manage end-to-end operations for AuditBoard’s dedicated listening posts aligned to the customer journey by owning the building, analysis, reporting, and improvement activities
• Curate and build the customer profile to put structure and consistency to customer and descriptive data
• Build the approach on identifying key operational and usage data that should be associated with the collected insights
• Collaborate with stakeholders to create and manage the appropriate outward flow of feedback by working to close both the micro (inner) and macro (outer) feedback loops
• Create the narrative and facilitate insights readouts with appropriate stakeholders at set intervals for a consistent view into the VoC program learnings
• Take ownership of the overall listening approach, including, but not limited to, surveys and various unstructured data sources, and help execute the overall roadmap
• Monitor and validate data quality for all data flowing through the program
• Act as administrator for any VoC or CX tooling and aid in executing roadmap for toolset expansion

Attributes for a Successful Candidate

• 5+ years of related experience working in a VoC or CX insights capacity for a B2B SaaS company
• Undergraduate degree with a focus on research, analytics, statistics, or business or proven proficiency in data analysis related to customer data and insights
• Experience with VoC/CX metrics and surveying methodologies; preferred experience in conducting both quantitative and qualitative research
• Strong analytical and problem-solving skills with proven experience drawing practical insights from large and complex data sets
• Proficient in VoC/CX tools that include BI/Analytics software (Tableau), survey and CX vendors (Qualtrics), and other analytical tools
• Demonstrated dedication to the customer with a passion for getting their voice heard throughout the organization
• Strong written and verbal communication skills with experience with word processing, spreadsheet, and presentation software (G-suite and/or M365)
• Comfort in operating independently and maintaining high quality work while being a supportive and collaborative CX team member
• Comfort in presenting findings to peers or leadership and working in a cross-functional work setting
• Experience with persona building, journey mapping, curating data using SQL or Snowflake is a plus