Director of Customer Insights

A company is looking for a Director of VOC Programs & Member Insights.

Key Responsibilities

Own and optimize the VOC ecosystem, including survey design and member feedback processes

Analyze feedback to identify trends and deliver insights that drive experience improvements

Lead qualitative and quantitative research initiatives and collaborate on UX studies

Required Qualifications

6-10+ years in CX, VOC, or customer insights roles, preferably in tech-enabled or subscription environments

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

Demonstrated leadership in journey-based VOC development

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

Experience in insurance, fintech, or pet health is a plus