Manager, Voice of the Customer

The Manager, Voice of the Customer will create and manage a world-class VoC program, providing key insights and strategic recommendations to executive leadership to drive product innovation and improve customer satisfaction. They will lead the collection and analysis of diverse customer feedback, both qualitative and quantitative, to interpret customer sentiment, identify key themes, and surface actionable insights that reflect a holistic view of customer perceptions. The role involves producing clear, compelling, and executive-ready reports that translate complex data into practical recommendations and measurable actions, and designing and advocating for innovative solutions aimed at delivering a consistently positive customer experience. Additionally, the manager will pioneer the integration of emerging technologies, especially AI, to scale VoC initiatives, enhance predictive analytics, and automate insight generation, while overseeing the successful deployment and continuous optimization of the customer feedback management system. This role also includes managing and developing junior staff, contributing to a culture of continuous improvement and professional development.