What are the responsibilities and job description for the Voice of Customer Manager position at PPLSI?
Job Summary
The VoC Manager is responsible for collating and analyzing customer feedback and disseminating the analysis on a regular basis throughout the organization to drive action in response to the feedback.
Responsibilities
This position will work cross functionally and take a research-based approach to identify and build processes to ensure that our member’s voice and feedback is central to decision making across the entire organization. Key responsibilities include reporting insights and guiding data-driven decisions. This role will be innovative, data-focused, and passionate about improving the customer experience and fostering customer loyalty.
This role is pivotal in helping us better understand why members stay or leave, identifying actionable insights, and providing data to support strategies to improve customer retention.
Performance Outcomes
Location:
Ada
Department
9125 Office of COO
Time Type
Full time
Commitment to Equal Opportunity
PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.
If you require a reasonable accommodation to complete the application process, please contact Human Resources at: humanresources@legalshieldcorp.com.
The VoC Manager is responsible for collating and analyzing customer feedback and disseminating the analysis on a regular basis throughout the organization to drive action in response to the feedback.
Responsibilities
This position will work cross functionally and take a research-based approach to identify and build processes to ensure that our member’s voice and feedback is central to decision making across the entire organization. Key responsibilities include reporting insights and guiding data-driven decisions. This role will be innovative, data-focused, and passionate about improving the customer experience and fostering customer loyalty.
This role is pivotal in helping us better understand why members stay or leave, identifying actionable insights, and providing data to support strategies to improve customer retention.
Performance Outcomes
- Customer Insights Leadership
- Design and implement comprehensive VoC approaches to collect, analyze, and translate customer contacts and feedback across multiple touchpoints.
- Data Analysis
- Leverage advanced analytics tools (Tableau, Snowflake, and other AI related tools) to identify trends, uncover root causes, and provide actionable insights. Integrate and analyze AI-driven data sources to enhance understanding of member behaviors and preferences.
- Stakeholder Collaboration
- Work closely with cross-functional teams, including Product, Marketing, Operations, and Customer Care, to integrate findings into strategic initiatives.
- Reporting
- Develop clear, impactful reports and dashboards to communicate VOC insights to executives and stakeholders.
- Communicate findings and insights through reports, presentations, and visual storytelling to both technical and non-technical audiences.
- Monitor key performance indicators (KPIs) and Objectives and Key Results (OKRs) related to an improved customer experience and customer attrition, retention and churn.
- Customer Advocacy
- Serve as the voice of the customer within the organization, advocating to influence decisions to align with customer needs and expectations.
- Bachelor’s degree in business, marketing, analytics, data science, math, or a related field (preferred but not required if equivalent experience is demonstrated).
- 3 years of experience in VoC management, customer experience strategy, customer analytics, or a similar role, preferably in a subscription-based or service industry.
- Strong proficiency in data analytics tools and platforms (e.g., Excel, Tableau, Snowflake, or similar).
- Proven experience in designing and executing VoC programs, including survey development and analysis.
- Excellent analytical and problem-solving skills with the ability to translate data into actionable insights.
- Knowledge of customer satisfaction metrics and methodologies, including NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score)
- Working understanding of AI-driven data sources and tools for analyzing behavioral or predictive data, with no requirement to write AI code.
- Excellent communication skills, including the ability to explain complex data concepts to non-technical audiences.
- Self-starter with a collaborative mindset and the ability to manage multiple priorities.
- Positive professional attitude and team player.
Location:
Ada
Department
9125 Office of COO
Time Type
Full time
Commitment to Equal Opportunity
PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.
If you require a reasonable accommodation to complete the application process, please contact Human Resources at: humanresources@legalshieldcorp.com.
