California
California
Oklahoma
Alabama
Kentucky
North Carolina
Chicago, Illinois
Georgia
Tennessee
California
Posted: 25-Aug-24
Location: Dallas, Texas
Salary: Open
Categories:
Internal Number: 24008362-1rxv_54_1
JOB SUMMARY
As the Voice of Customer Strategic Lead, you will be responsible for partnering with the Voice of Customer Program team to drive the strategic vision and execution of the BSWH VoC program. This role involves leading stakeholder management discussion and developing the organizational change management communication initiatives to enhance overall customer experience and ensure program alignment with business objectives. The Strategic Lead will partner with the Voice of Customer team to oversee the design and implementation of VoC research methodologies, analyze customer feedback to derive actionable insights, and integrate these insights into organizational strategies through an always on customer pulse dashboard. By fostering strong relationships with key stakeholders and managing change effectively, the Strategic Lead will contribute to the continuous improvement of our customer engagement and satisfaction. You will also be responsible for providing secondary support for ad hoc Voice of Customer requests.
Salary Range:
The pay range for this position is $42.50/hr - $88,400k annual (entry-level qualifications) - $72.26/hr - $150,300.80k annual (highly experience). The specific rate will depend upon the successful candidate's specific qualifications and prior experience.
ESSENTIAL FUNCTIONS OF THE USABILITY RESEARCHER ROLE
Stakeholder Management:
- Develop and maintain strong relationships with key stakeholders across the organization to ensure alignment and support for the Voice of Customer (VoC) program.
- Act as the primary point of contact / intake for stakeholders, addressing their needs and concerns regarding the VoC program.
- Facilitate regular meetings and updates with stakeholders to communicate program progress, insights, and action plans.
- Partner with the technical and database leads to gather and integrate stakeholder feedback to continuously refine and enhance the VoC program.
- Operate as a gate keeper to ensure Voice of Customer requests are properly scoped and assigned to a dedicated Voice of Customer resource
Organizational Change Management:
- Lead organizational change initiatives related to the VoC program, ensuring smooth adoption and integration of new processes and tools.
- Develop and implement change management strategies to drive engagement and support for the VoC program across various departments.
- Partner with Voice of Customer program peers to provide training and support to teams and individuals on VoC program objectives, processes, and best practices.
- Collaborate with the technical and database leads to monitor and measure the effectiveness of change management efforts, making adjustments as needed to achieve desired outcomes.
- Collaborate with key stakeholders to identify use case scenarios, learning plans and training modules
Program Strategy, Execution and Integration:
- Execute and integrate the strategic vision and roadmap for the VoC program, aligning with organizational goals and objectives in partnership with the broader VoC Program Team.
- Collaborate with the technical lead to ensure the design and implementation of VoC research methodologies.
- Analyze VoC data to derive actionable insights and recommendations for improving customer experience and driving business outcomes.
- Collaborate with cross-functional teams to integrate VoC insights into decision-making processes, operational strategies and organizational change management.
Performance Monitoring and Reporting:
- Establish key performance indicators (KPIs) and metrics to track the success of the VoC program.
- Prepare and present regular reports on program performance, insights, and impact to senior leadership.
- Identify trends and opportunities for improvement based on VoC data and feedback.
Continuous Improvement:
- Stay informed about industry best practices and emerging trends in VoC and customer experience management.
- Drive continuous improvement initiatives to enhance the effectiveness and efficiency of the VoC program.
- Collaborate with key stakeholders to capture opportunities for improvement.
KEY SUCCESS FACTORS
Voice of Customer Program Management: Demonstrated capability in building, maintaining and sustaining an omni-channel voice of customer program.
Experience Metric Awareness and Actionable Usage: Proficient understanding of transactional and experiential customer experience metrics, circumstantial usage, delivering actionable insights and measuring the impact of VoC initiatives.
Stakeholder Engagement and Management: Ability to build and maintain strong relationships with key stakeholders across the organization, ensuring alignment of VoC initiatives with business goals.
Strategic Vision and Execution: Skill in developing and executing a strategic plan for the VoC program, including setting clear objectives, measuring progress, and adjusting strategies as needed.
Change Management: Proficiency in managing organizational change, including guiding teams through transitions, communicating effectively, and ensuring the adoption of new processes or systems related to VoC.
Analytical Expertise: Strong ability to analyze customer feedback and experience metric data, identify key trends and insights, and translate these into actionable recommendations for improving customer experience.
Cross-Functional Collaboration: Effectiveness in working with various departments and teams to integrate VoC findings into broader business strategies and operational practices.
Project Management: Capability to manage multiple projects and initiatives simultaneously, ensuring timely delivery and adherence to budget and resource constraints.
Customer-Centric Mindset: Deep understanding of customer needs and expectations, and a commitment to using VoC data to drive improvements that enhance overall customer satisfaction.
Communication Skills: Excellent verbal and written communication skills to clearly articulate insights, recommendations, and strategies to both technical and non-technical audiences.
Innovation and Adaptability: Ability to stay current with industry trends, technological advancements, and best practices in VoC, and to apply innovative approaches to improve the program.
Technology Integration: Ability to effectively integrate VoC tools with business systems and stay current with technology trends to enhance program capabilities.
Results-Driven: Focus on achieving measurable outcomes and demonstrating the impact of VoC initiatives on customer satisfaction and business performance.
BENEFITS
Our competitive benefits package includes the following
- Immediate eligibility for health and welfare benefits
- 401(k) savings plan with dollar-for-dollar match up to 5%
- Tuition Reimbursement
- PTO accrual beginning Day 1
Note: Benefits may vary based upon position type and/or level
QUALIFICATIONS
- EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification
- EXPERIENCE - 5 Years of Experience