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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Experience (CX) and Voice of Customer (VOC) methodologies, with a strong focus on leading customer-centric culture programs and translating customer insights into actionable business outcomes. Proficient in managing multiple action plans, facilitating cross-functional collaboration, and producing impactful performance reports.
Highest-signal resume keywords
Customer Experience (CX)Voice of Customer (VOC)Customer-Centric Culture MethodologiesAction Plan ManagementNPS Close the Loop Program
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Experience (CX)Voice of Customer (VOC)Action Plan StructuringPerformance Metrics ReportingAI Model Calibration
Soft Skills
LeadershipFacilitationCross-Functional CollaborationPresentation SkillsEngagement
Tools & Technologies
Birdie Platform
Industry Keywords
Customer-Centric CultureRetentionConversionLoyaltyListening Rituals
About the role
Key responsibilities & impact- Lead the governance of Voice of Customer (VOC) culture programs across the company.
- Structure and ensure the cadence of customer visits, events, and listening rituals, ensuring cross-functional participation and impact.
- Receive outputs from VOC programs, structure action plans with owners, deadlines, and prioritization, and follow up through resolution.
- Develop themes, initiatives, and communications to promote a customer-first mindset across the organization.
- Monitor the performance and outputs of the NPS Close the Loop program.
- Produce periodic reports with execution and impact metrics.
- Ensure that actions derived from surveys are tracked and completed.
- Calibrate the Birdie platform’s AI models to accurately capture customer opportunities and pain points.
- Maintain the cadence of experience metrics sharing rituals, including preparation, presentation, documentation of action items, and follow-up on decisions.
Requirements
What you’ll need- Demonstrated experience in Customer Experience (CX), Voice of Customer, or related areas.
- Hands-on experience with customer-centric culture methodologies and programs.
- Ability to lead rituals, present results to different levels of the organization, and engage diverse teams in VOC culture programs.
- Ability to facilitate customer visits and VOC events.
- Ability to structure processes, maintain cadences, manage multiple action plans simultaneously, and ensure follow-up through resolution.
- Ability to connect customer experience to business outcomes, translating customer listening into retention, conversion, and loyalty.
Benefits
Comp & perks- Market-competitive compensation
- Health insurance
- Dental insurance
- Private pension plan
- Flexible benefits tailored to your needs
- Meal allowance
- Financial counseling
- Employee perks program
- Home office allowance
- Mobility allowance
- Childcare allowance
- Life insurance
- Extended leave policies
- Sports, quality-of-life, and well-being incentives
- Payroll-deducted loans at reduced interest rates