Interactive Resources – iR

Voice of the Customer Manager

Hybrid in Colorado Springs

Full Time, $82-107K + 15% Bonus + Benefits

Job Description

Our client is seeking an experienced, Voice of the Customer (VOC) Manager to support the needs of our rapidly growing business. This is a unique opportunity to further expand customer (member) listening posts across the business, enhance program maturity, and improve our member experience to accelerate growth and enhance our members’ financial quality of life. You will have the opportunity to work cross-functionally to understand and dive deep into member data to reduce decision risk, increase profitability, and inform the evolution of best-in-class member experiences. A successful candidate will have direct, hands-on experience leveraging customer feedback to drive business results and building relationships, and influencing cross-functional stakeholders at all levels across the organization. Our client strives to create a positive, supportive, and diverse culture. We look for people who are curious, collaborative, and aligned with our mission of enhancing customer (member) financial health.

Essential Functions

• Measure the customer (member) experience by managing multiple, ongoing, transaction, and relationship surveys. Expand listening posts to encompass all channels and product lines. Continuously identify, evaluate, enhance, and update relevant customer feedback data sources. Lead the evolution of the program as we progress from solicited to unsolicited feedback and incorporate predictive and advanced analytics to support recommendations and measure results.
• Engage in dialogue with stakeholders to understand the root causes of customer feedback, and the impact of changes to the customer experience, aiding the interpretation of VOC insights. Act as an enabler for customer experience activities – deliver best practices, tools, and guidance across the organization, and work in close collaboration with executives and internal partners to identify and prioritize customer experience projects.
• Analyze disparate sources of data to identify data patterns and customer pain points including external benchmarks, consumer demographics, and internal operational data. Leverage insights to provide actionable recommendations to improve customer experience via training opportunities, process improvements, product development, technology enhancements, etc. Link metrics to business performance and develop strategic action items that drive results.
• Provide support and direction to more junior team members and serve as a mentoring peer. When assigned direct reports and under the guidance of your immediate supervisor, handle supervisory duties such as approving time off, performance reviews, and disciplinary actions.
• Bank Secrecy Act: Remains cognizant of and adheres to Our client’s policies and procedures, and regulations pertaining to the Bank Secrecy Act.

Qualifications

Minimum Formal Qualifications for this Position:

• Bachelor’s Degree in Statistics, Marketing, Psychology, or similar fields of study.
• Master’s Degree MBA (Preferred)
• 4+ years’ of experience in research, analytics, and customer strategy
• 2+ years’ of partnering with stakeholders to develop actionable insights which enhance the customer experience and drive business results.
• 1+ years’ team leadership experience (Preferred)

Technical or Specialized Knowledge/Skills:

• Knowledge/use of business-related PC applications, such as Excel, Word, Outlook, and PowerPoint.
• Experience completing an in-depth analysis of structured and unstructured data, identifying the root cause of customer issues/pain points, and making recommendations for training opportunities, process improvements, and/or technology enhancements.
• Technical and operational understanding of the relationship and transactional VOC surveys and KPIs including NPS, CSAT, and CES, and leveraging insights in a closed-loop system.
• Empathy to see the world through the customer’s (members) eyes. Acts as an advocate for our members and builds a customer-centric culture.
• Written and verbal communication skills with the ability to clearly articulate insights and implications to the business.
• Ability to create compelling presentations to communicate key findings and recommendations, and influence cross-functional stakeholders and senior management.

Interactive Resources – iR