Head of Customer Voice

About the role:

We seek an experienced and strategic Head of Voice of Customer (VoC) to lead our efforts in capturing, understanding, and utilizing customer insights–their needs, wants, expectations, preferences, and dislikes. This role ensures customer feedback drives our product strategy and roadmap through a greater sense of customer empathy, helping to eliminate decision-making based on hunches and assumptions. As the bridge between our customers, front-line staff, and product teams, you will create, manage, and continuously improve our VoC program and develop Customer Advisory Boards (CAB) to foster customer-centricity in everything we do.

This is a unique opportunity to shape the product strategy of a market-leading enterprise software company by prioritizing customer feedback–ensuring that the customer’s voice is not just heard but understood and acted upon. Your insights will impact the company's success by improving product innovation, customer satisfaction, and client loyalty–turning those customers into advocates of our solutions. Join a dynamic, collaborative team where your voice and vision will make a difference.

What you’ll do:

1. Program Management
• Develop and lead a comprehensive VoC program that continuously and repeatedly captures customer feedback to ensure a responsive product strategy.  
• Establish and maintain formal CABs comprising key customers and stakeholders for key product lines with a critical mass of clients, acting as a forum for strategic product discussions and feedback to align product direction with market needs.
• Continuously monitor industry best practices for VoC and customer advisory programs and implement necessary improvements.
2. Customer Research & Data Collection:
• Develop metrics and KPIs to measure customer satisfaction, sentiment, and engagement, to gain insights into client retention, product adoption, and improvement opportunities.
• Establish interview protocols and focus group methodologies and employ supporting technology, such as tools to conduct surveys, monitor online reviews, and determine sentiment analysis. 
• Gather customer feedback across multiple touchpoints (e.g., surveys, interviews, online reviews, CABs, etc.).
3. Data Analysis, Customer Insights, and Recommendations:
• Extract and interpret customer feedback data, identifying trends and actionable insights for the product teams, including pain points, needs, and innovation opportunities
• Conduct root cause analysis for customer complaints and issues to reveal underlying triggers and help prevent their recurrence. 
• Presenting findings to senior leadership regularly by creating detailed data-driven reports and presentations, helping make complex data accessible to decision-makers.
4. Cross-Functional Collaboration:
• Act as the primary advocate for the customer within the product management organization, ensuring customer insights are integrated into product planning, development, and prioritization processes, influencing features, usability, and client experience.
• Collaborate with sales, marketing, and client success teams to align on marketing messaging, sales strategies, and client support practices
• Celebrate with the organization when receiving positive client feedback to reinforce good practices and product capabilities. 
  
  

What you’ll need:

• Bachelor’s degree in Business, Marketing, Product Management, or related field; MBA or advanced degree preferred or equivalent work experience.
• 10+ years of proven experience producing customer insights, conducting VoC analysis, managing CABs, or a similar role in an enterprise software or Software-as-a-Service (SaaS) environment, preferably in the financial services industry. 
• Experience acting internally as a customer champion and a catalyst for meaningful change to product strategy and roadmap.
• Strong understanding of customer feedback mechanisms, market research methodologies, and customer-centric product development, including survey design and customer feedback platforms, such as Qualtrics, Medallia, and SurveyMonkey. 
• Robust data analytics and information visualization skills, including tools such as Excel, SQL, Tableau, PowerBI or Google Analytics, are needed to interpret complex data sets and provide actionable insights.
• Strong stakeholder collaboration, influencing, and communication skills, with experience working across multiple departments, senior customers, and internal stakeholders.
• Ability to work effectively in a fast-paced, dynamic environment with a strong bias towards action, an extreme sense of ownership, and a sense of urgency.
• Fluency in a second language, such as Spanish or Portuguese, is preferred.