Director, Voice of Customer Product Management
Core
Define and execute the strategy, roadmap, and governance for an enterprise Voice of Customer (VoC) platform to transform customer feedback into actionable business outcomes.
Role type
Director, Enterprise Product Management (Customer Experience & Insights)
Builds
Enterprise VoC platform, customer experience programs, and strategic transformation initiatives
Domain
Insurance, Customer Experience, Voice of Customer, Customer Insights
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Enterprise product strategy, VoC platform management, customer journey analytics, Agile leadership, executive stakeholder influence, team mentoring, AI-enabled insights, vendor relationship management
Preferred skills
Experience with Medallia or Qualtrics, NPS/CSAT/retention metrics, organizational change management
Technologies
Medallia, Qualtrics, AI analytics tools, text analytics platforms
Responsibilities
Own and evolve the enterprise VoC vision, strategy, and roadmap; Lead the collection and activation of customer feedback through surveys; Build partnerships with senior leaders to drive cross-functional alignment; Lead, develop, and mentor a team of product professionals; Translate strategic objectives into prioritized epics and features; Develop executive-level narratives and strategic recommendations.
Seniority
Director, hands-on leadership with strategic scope
