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Form of workJob DescriptionWe are looking for a smart, driven individual to join our Business Operations team as a Senior Manager, Customer Insights to lead our Voice of the Customer (VoC) program. The ideal candidate is a highly analytical individual who will enhance and scale our VoC program, conduct customer research, develop dashboards, and derive insights through deep-dive analyses. You will be an expert on customer feedback, including Net Promoter Score (NPS) and Customer Satisfaction (CSAT) studies, and represent this Voice of the Customer internally to drive service experience improvements. You’ll lead the implementation and adoption of a new customer feedback platform. You’ll own, analyze, and share significant customer feedback in key decision-making forums to identify and prioritize initiatives related to our customer experience. You'll manage relationships with multiple stakeholders across various departments, while inspiring the organization to listen, understand and act on customer feedback.What’s great about this role?This role reports into the Director of Business Operations and is responsible for owning and scaling our Voice of the Customer program.You’ll work on interesting problems that have a real and direct impact on our growing business and our customers.You’ll get exposure to all aspects of the business - from understanding our claim process and how we interact with customers to driving key projects aimed at improving the customer experience.With lots of variety in our ever-changing, fast-paced, entrepreneurial environment, we guarantee you won’t get bored.
