Director, Voice of the Customer

Director, Voice of the Customer (VoC)

Location:
Remote (U.S.)

About the Role

As the Director of Voice of the Customer, you will build and lead an enterprise-grade VoC program that becomes the connective tissue between customer sentiment, product decisions, and business outcomes.

Reporting into the Digital Innovation, Strategy & Operations organization, this role will move beyond survey measurement into a true insights engine: unifying structured feedback, behavioral signals, and qualitative listening into a single hub that drives action.

You will combine strong product intuition with deep analytical skill, leveraging AI to scale how we capture, interpret, and operationalize customer feedback across the business.

If you thrive at the intersection of customer empathy, data science, and product strategy, this is a pivotal opportunity to shape how the enterprise listens and responds.

Key Responsibilities

Team Leadership & Execution

• Lead and develop a small but high-impact team responsible for delivering enterprise VoC capabilities with speed, quality, and focus.

• Set a bold strategy and roadmap, ensuring disciplined execution and measurable outcomes.

• Coach and empower team members while fostering a culture of customer obsession, analytical rigor, and continuous improvement.

VoC Strategy & Program Leadership

• Establish and operationalize a cohesive Voice of the Customer strategy that directly informs product, investment, and experience decisions.

• Build a scalable VoC hub that integrates survey insights, customer listening, and sentiment signals into enterprise action loops.

Customer Insights & Analytics

• Lead quantitative analysis of loyalty metrics, transactional feedback, and leading indicators to uncover what truly drives retention, growth, and customer lifetime value.

• Synthesize verbatims, call transcripts, social signals, and customer interviews into clear priorities and product opportunities.

Driving Business Results

• Translate customer insights into measurable business impact, improving retention, expansion, and revenue outcomes.

• Partner with Product and Commercial leaders to connect VoC signals to loyalty economics and financial performance.

AI-Enabled Listening at Scale

• Apply AI techniques (e.g., sentiment modeling, automated theme detection, insight summarization) to accelerate understanding of customer needs and pain points.

• Partner with data and product teams to build modern VoC dashboards and insight pipelines.

Cross-Functional Influence & Actionability

• Serve as a trusted partner to Product, Commercial, Marketing, Operations and Technology leaders to ensure customer insights translate into measurable change.

• Create governance and closed-loop mechanisms that ensure feedback drives follow-through, not just reporting.

Experience & Skills

Required Experience

• 8+ years in customer insights, product strategy, analytics, or VoC/CX leadership roles.

• Demonstrated people leadership experience, including building, managing, and developing high-performing teams.

• Proven ability to set strategy and deliver scalable programs that connect customer feedback to business and product decisions.

Analytics & Technical Strength

• Deep expertise in quantitative analytics, customer sentiment measurement, and insight storytelling.

• Experience working with modern data platforms, survey tools, and AI-driven insight workflows.

Product Sense & Customer Empathy

• Strong instinct for what customer signals matter most, and how to translate insights into product and experience improvements.

Leadership & Executive Presence

• Executive polish and the ability to influence across senior stakeholders.

• Comfortable operating in ambiguity while building durable enterprise capabilities.

Qualities

• Deeply curious: always seeking to understand, digs deeper, challenges first assumptions

• Builder mindset: energized by creating something foundational and scalable

• Analytical storyteller: rigorous with data, clear with narratives

• Customer-obsessed, product-oriented, AI-forward