Sr. Manager - Capability Leader, Sentiment Intelligence
Core
Build and operate a single integrated Voice-of-Customer (VoC) system that converts signals from Genesys/CallMiner/Qualtrics into trusted friction themes, quantified opportunities, and closed-loop measurement for Technical Support.
Role type
Senior Manager, Capability Leader (Sentiment Intelligence)
Builds
Integrated VoC strategy, end-to-end signals pipeline, friction taxonomy, decision-ready insights, standardized dashboards, and a learning repository.
Domain
Consumer Health Technology / Continuous Glucose Monitoring (CGM) / Customer Experience (CX)
Deliverable
dashboards & analysis
Required skills
CX/VoC strategy, interaction analytics, sentiment measurement, experimentation design, product ownership, quantitative modeling, data governance, executive storytelling, opportunity sizing, driver analysis
Preferred skills
Tool fluency in CallMiner/Qualtrics/Genesys, A/B testing, backlog management, closed-loop measurement
Technologies
Genesys, CallMiner, Qualtrics
Responsibilities
Own the integrated VoC strategy and stand up an end-to-end signals pipeline; Build and govern a friction taxonomy; Publish decision-ready insights with quantified opportunity sizing; Create standardized dashboards and scorecards; Embed insights into operating rhythms; Lead closed-loop measurement; Partner with SPOs to translate insights into backlog actions; Establish experimentation cadence; Ensure data quality and trust; Provide executive-ready storytelling; Build a learning repository.
Seniority
Senior Manager, hands-on IC with strategic oversight
