Director of Customer Insights

A company is looking for a Director, Voice of Customer (VOC) & Member Insights.

Key Responsibilities

Own and optimize the VOC ecosystem, including survey design and feedback loop closure

Deliver insights through analysis of member feedback and manage performance dashboards

Lead research initiatives and collaborate with cross-functional teams to integrate member voice into product development

Required Qualifications

6-10+ years in CX, VOC, or customer insights roles

Hands-on experience with leading VoC platforms such as Forsta HX, Qualtrics, or Medallia

Demonstrated leadership in journey-based VOC development

Advanced skills in survey design and feedback synthesis

CX certification (e.g., CCXP, CXS) strongly preferred