Director - Voice of Customer (Contractor)

Saint Bernard is a B2B marketing agency helping mid-size and enterprise-level firms grow profitably. While we don’t do branding or creative work, we do a ton of research, go-to-market strategy work, campaign planning and activation, paid media, analytics, etc. Our Voice of the Customer (VoC) program falls squarely into research but is actionable across marketing, sales, and service/support/success teams.

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Description:

We have a number of clients and prospects that don’t know enough about their customers and certainly not enough about their best, most profitable customers. We’d like to offer a Voice of the Customer (VoC) service to help them better understand what their customers are thinking and feeling about the brand/product/service across the full customer lifecycle. To that end, we’re looking for a contractor to come on board as the Director of VoC and help us design, pitch, and run the program with help and support from our CEO.

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Requirements:

The Director of VoC will be responsible for ensuring that our full team, agency partners, and the client have the ability to access and understand insights from their customers. They will support our mission to help clients become more customer-obsessed by helping to spread knowledge and driving accountability. They will be the lead for the VoC program that collects customer feedback - quantitative and qualitative - across the customer lifecycle journey and turns this feedback into actionable recommendations for clients to improve results. In addition, they will oversee the research and insights team responsible for maintaining a customer advisor panel, conducting focus group research, and collecting and managing third-party insights tools including NPS and/or NPD. B2B experience is a must have.

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Who Are You:

Passionate about listening to customers and turning insights into action. Self-driven, curious, and excited about building and enriching a growing team and company. Inquisitive thinker, with the ability to continuously iterate to drive efficiencies in processes and effective collaboration across cross-functional teams

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You Also Have:

A bachelor’s degree, preferably in a quantitative field like Economics, Mathematics, Statistics, or Engineering. 5+ years’ experience in VOC, customer insights and research, and competitive monitoring. Experience working with Medallia, Qualtrics, or other leading providers. We have a data team that can visualize, but you’ll need to be able to play the part of a data storyteller and succinctly summarize complex analysis.

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The Role:

Oversee the VoC program; define and manage to program KPIs and goals. Define a rubric for how different types of feedback is handled across the business. Engage with key stakeholders and conduct monthly reviews of insights and actions. Elevate the customer's voice in key business strategic decisions by leveraging VoC data. Help to make customer experiences better by listening to their experiences and crafting opportunities to improve/address their concerns.

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Insights & Research:

Provide a holistic view of the customer by synthesizing information from VoC, Customer Advisor Panels, Focus Groups, and external market data—potential to assist with semi-annual or annual brand tracker research to measure brand growth and perceptions. Support ad hoc research projects for strategic business initiatives, i.e. loyalty, multi-cultural, etc. Utilize and find the best external market insights tools to help drive competitive awareness and intel gathering.

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