CX Insights Program Lead

VOC Insights Program Lead

Key Responsibilities

• Act as the primary contact for the LGEUS CX / VOC Program, managing the budget, resources and processes
• Lead the LGEUS CX / VOC team, ensuring high-quality analysis and actionable insights
• Develop and execute the vision, goals, and roadmap for the CX/VOC program
• Utilize data and customer feedback to enhance digital experiences, product offerings, order fulfillment, and overall customer satisfaction
• Collaborate with the executive sponsor to establish cross-functional governance to define priorities and support improvement initiatives
• Engage with key stakeholders to understand their objectives, challenges, and reporting needs related to CX/VOC initiatives
• Prioritize insight requests from various departments and business lines
• Set enterprise-wide standards for customer feedback analysis and reporting based on best practices
• Oversee enterprise-level CX analysis and reporting, delivering executive readouts to communicate insights and measure progress
• Translate data insights into effective CX strategies and advocate for their adoption across the organization
• Develop business cases and presentations to secure buy-in from stakeholders and leadership
• Innovate methods for gathering and analyzing customer feedback
• Manage the CXM vendor relationship and facilitate user onboarding and best practices
• Oversee data source acquisition from an IT perspective
• Promote key platform adoption and expansion through demos and pilot projects

Capabilities/Qualifications

• Bachelor’s degree with 8 years in program management, consulting, or analytical roles focused on customer experience.
• 5 years of experience managing a team.
• Proven experience in managing CX/NPS programs with a strong understanding of methodologies.
• Familiarity with Qualtrics XM Discover or similar VOC text analytics platforms.
• Successful track record of building relationships at various organizational levels.
• Proficient in analytics, visualization, data processing workflows, and dashboards.
• Strong focus on qualitative and quantitative data analysis, including text analytics and trend analysis.
• Analytical storyteller with the ability to translate insights into actionable strategies.
• Ability to collaborate across a matrix organization while also working independently.
• Excellent communication skills, with the ability to tailor materials for different audiences.
• Passion for solving cross-functional challenges and a commitment to enhancing customer experience.
• Ability to explain technical tasks to non-technical stakeholders effectively.