CX Voice of Customer Program Lead

Are you a passionate customer experience advocate with a strong understanding of the Voice of Customer (VoC) landscape? Do you have a track record of successfully leading and implementing CX initiatives? Crowe is seeking a CX Voice of Customer Program Lead to join our team and drive the development and execution of our VoC program. In this role, you will have the opportunity to shape the way our clients' experiences are measured, understood, and improved. We are looking for an ambitious and results-driven individual with exceptional communication and analytical skills. As the CX Voice of Customer Program Lead, you will play a pivotal role in driving customer-centricity within our organization. Join us and be a part of a dynamic team that is committed to delivering exceptional customer experiences.

1. Develop and implement a comprehensive Voice of Customer (VoC) program that aligns with company goals and objectives.
2. Lead the development and execution of customer experience (CX) initiatives, including surveys, feedback mechanisms, and other tools to gather customer insights.
3. Analyze and interpret VoC data to identify customer pain points, trends, and opportunities for improvement.
4. Collaborate with cross-functional teams to design and implement strategies to improve customer satisfaction and loyalty.
5. Work closely with internal stakeholders to ensure a customer-centric approach in all aspects of the business.
6. Stay up-to-date with industry trends and best practices in CX and VoC to continuously improve the program.
7. Develop and maintain relationships with key clients to understand their needs and gather feedback.
8. Monitor and report on key performance indicators related to CX and VoC to track program effectiveness and identify areas for improvement.
9. Communicate VoC insights and recommendations to senior leadership and other key stakeholders.
10. Lead and mentor a team of CX professionals to ensure the successful implementation and execution of the VoC program.
11. Collaborate with marketing and communication teams to promote and raise awareness of the VoC program internally and externally.
12. Drive a culture of customer-centricity within the organization by promoting the importance of VoC insights and customer feedback.
13. Identify and implement technology and tools to enhance the VoC program and make data analysis more efficient.
14. Develop and manage budgets and resources for the VoC program.
15. Represent the company in industry events and conferences to share thought leadership and best practices on CX and VoC.
16. Continuously evaluate and improve the VoC program to ensure its effectiveness in driving positive customer experiences.

According to JobzMall, the average salary range for a CX Voice of Customer Program Lead in Chicago, IL, USA is around $80,000-$120,000 per year. This can vary depending on factors such as experience, education, and the specific company or industry. Some CX Voice of Customer Program Leads may also receive bonuses or other benefits in addition to their base salary.

Crowe Global, commonly referred to as Crowe, previously Crowe Horwath International, is a multinational professional services network. It is the 8th largest such global accounting network in the world. The network consists of more than 220 firms offices with over 42,000 employees in 130 countries.