Voice of Customer Executive
Skills
About This Role
Overview
We are seeking a highly analytical and customer-focused Executive – Customer Experience & Voice of Customer (VOC) to lead and manage end-to-end customer feedback and survey programs across the organization.
The ideal candidate will be responsible for driving customer-centric initiatives through structured feedback collection, advanced data analysis, actionable insights, and cross-functional collaboration.
This role requires strong expertise in survey platforms, customer insights, stakeholder management, and executive reporting to support strategic business decisions and continuous improvement initiatives.
Key Responsibilities
- Manage VOC and customer feedback programs across multiple touchpoints
- Design, launch, and manage surveys for customers, tenants, visitors, and employees
- Manage survey platforms such as Qualtrics, Medallia, SurveyMonkey, or similar tools
- Analyze customer feedback data to identify trends, insights, and improvement opportunities
- Track and report key CX metrics including NPS, CSAT, and CES
- Prepare dashboards, reports, and executive presentations.
- Collaborate with cross-functional teams to implement customer experience improvements
- Support data integration, reporting, and continuous enhancement initiatives
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