Job Description

The Director of the Voice of the Customer (VoC) will find inspiration in the power of customer feedback to drive organizational change to improve customer experience. The VoC Director will analyze, monitor and communicate customer feedback to stakeholders throughout SmartRent. This role will lead various projects onboarding and making effective use of the VoC platforms to improve customer satisfaction and loyalty. This role reports to the CMO and requires a focused, energetic, and creative individual who can create new data-gathering programs, generate thoughtful insights, and manage qualitative and quantitative data without losing sight of the customer.

Responsibilities

Lead the strategy, development and evolution of SmartRent’s Voice of the Customer Program.
Perform a comprehensive analysis of available platforms and select the right technology for SmartRent’s business needs.
Oversee the design and deployment of surveys, ensuring they effectively capture the customer's experience in the appropriate areas.
Provide strategic oversight of survey implementation across all distribution channels.
Create and maintain dashboards and reports that track customer feedback, trends, sentiment and satisfaction metrics..
Empower cross-functional stakeholders with access to actionable data through intuitive dashboards and reports, facilitating informed decision-making.
Continually drive VoC program enhancements, including implementation of new feedback collection, advanced analytics, and efficient reporting with a continuous improvement mindset.
Address and resolve issues related to the feedback process.
Collaborate with various internal stakeholders, such as Customer Service, Sales, Customer Success, Operations, Product and Marketing, to develop actions that lead to improved customer experience.
Lead ongoing CX Insights analytic briefs to stakeholders across SmartRent leveraging survey data, product data, customer feedback and operational metrics to derive deep insights, identify pain points to inform business decisions, and identify opportunities for customer experience improvements.
Manage VoC vendor relationships and stay current with industry trends and new technologies.
Communicate clearly and optimally across teams and to leadership including program status updates and C-suite presentations

Required Qualifications

Bachelor’s degree in social science, data science, business administration, mathematics or related field.
10+ years’ experience in an analytics or customer insights role, with a minimum of 5 years leading VoC insights programs or customer experience initiatives, SaaS experience a plus
Strong expertise in both qualitative and quantitative research methods, including surveys, interviews, and data analysis
Experience and proficiency in use of common CX tools such as Medallia or Qualtrics
Expertise in Net Promoter Score (NPS) methodology and other feedback collection methodologies.
Record of designing and implementing VoC listening posts in complex organizations.
Record of developing and managing high performing teams.
Proven track record in leading research projects and teams, including managing multiple stakeholders and projects simultaneously.
Demonstrated ability to influence cross-functional teams and drive user-centric design decisions.
Ability to present solutions to complex challenges in an easily understandable format.
Strong research, analytical and problem-solving skills, with a deep understanding and empathy for customer needs and behaviors.
Excellent communication and presentation skills, with the ability to convey complex research findings to both technical and non-technical audiences
Ability to present solutions to complex challenges in an easily understandable format
Strong experience in Microsoft Office applications, particularly Excel and PowerPoint.

Preferred Qualifications

Experience with BI tools (Tableau, Power BI) and data visualization is a plus.
Experience in Change Management is a plus.

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Director, Voice of Customer