Voice of the Customer
Core
Translate customer feedback into actionable business intelligence by managing survey intake, root cause analysis, and cross-functional collaboration to drive process improvements.
Role type
Voice of the Customer (VOC) Coordinator
Builds
Customer experience insights and corrective action plans
Domain
B2B manufacturing / E-commerce operations
Deliverable
dashboards & analysis
Required skills
Qualtrics administration, data analysis (quantitative/qualitative), root cause analysis, cross-functional collaboration, customer follow-up, process improvement
Preferred skills
Sigma or BI tool familiarity, ticketing system experience (Zendesk/Salesforce/Jira), B2B manufacturing background, customer experience program experience
Technologies
Qualtrics, Microsoft Excel, Sigma, Zendesk, Salesforce Service Cloud, Jira
Responsibilities
Administer Qualtrics survey and ticketing platform; triage and categorize customer feedback; conduct cross-functional root cause analysis; perform outbound customer follow-up; analyze NPS/CSAT data and generate reports; propose workflow improvements
Seniority
Individual Contributor
