Director, Voice of Customer (VoC), Customer Insights & Analytics
Core
Own the enterprise Voice of Customer (VoC) strategy, transforming customer, operational, and market data into actionable insights to drive customer-centric growth and influence business decisions.
Role type
Director, Customer Insights & Analytics (Strategy & Leadership)
Builds
Global listening programs, analytics capabilities, measurement frameworks, reporting standards, and an integrated customer-listening ecosystem.
Domain
Payments / Fintech / Global Commerce
Deliverable
production ML models | dashboards & analysis | client delivery
Required skills
Enterprise VoC strategy, survey program governance, data integration, executive insight generation, team leadership, Qualtrics platform expertise, advanced analytics, cross-functional influence
Preferred skills
AI-driven analytics, text analytics, predictive modeling, sentiment analysis, machine learning, Snowflake, large-scale data warehouses, Tableau, Power BI, SQL, Python, R
Technologies
Qualtrics, Snowflake, Tableau, Power BI, SQL, Python, R
Responsibilities
Shape and execute global VoC strategy; govern enterprise survey programs and methodologies; build integrated customer-listening ecosystems; transform complex data into executive insights and dashboards; advance AI-enabled capabilities and platform strategy; build and lead a global customer insights team
Seniority
Director, strategic leadership with hands-on execution
