CX Voice of Customer Program Lead

Welcome to Crowe! We are looking for a passionate and driven CX Voice of Customer Program Lead to join our team. As the leader of our Voice of Customer program, you will play a critical role in shaping and enhancing the overall customer experience at Crowe. We are seeking a candidate who is not only highly skilled in CX strategy and research, but also someone who is empathetic, collaborative, and dedicated to creating meaningful relationships with our customers. If you have a strong understanding of customer needs and a desire to drive positive change, we want to hear from you!

1. Develop and implement a comprehensive CX strategy to improve the overall customer experience at Crowe.
2. Conduct in-depth research and analysis to identify customer needs, pain points, and preferences.
3. Utilize various methods such as surveys, focus groups, and customer interviews to gather customer feedback and insights.
4. Analyze data and create reports to track and measure the success of the Voice of Customer program.
5. Collaborate with cross-functional teams to develop and implement CX initiatives that align with business goals and objectives.
6. Act as the main point of contact for all customer feedback and inquiries, and ensure timely and effective resolution.
7. Provide training and guidance to internal teams on CX best practices and customer-centric approach.
8. Continuously monitor and assess customer satisfaction levels and make recommendations for improvement.
9. Identify opportunities for innovation and new initiatives to enhance the overall customer experience.
10. Develop and maintain strong relationships with customers, understanding their needs and advocating for their interests within the organization.
11. Stay up-to-date with industry trends and best practices in CX and apply them to the Voice of Customer program.
12. Communicate the value and impact of the Voice of Customer program to stakeholders at all levels of the organization.
13. Lead and mentor a team of CX professionals to ensure the successful execution of the program.
14. Represent Crowe at industry events and conferences to showcase our CX program and network with other professionals in the field.
15. Proactively identify and address any potential customer issues or concerns to maintain a positive reputation for Crowe.

According to JobzMall, the average salary range for a CX Voice of Customer Program Lead in Nashville, TN, USA is between $70,000 and $110,000 per year. This can vary depending on the specific company, years of experience, and other factors.

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.