SURFACE THE SIGNALS. SHAPE THE STRATEGY.
Leadership needs more than NPS dashboards and vague reviews.
Your job? Connect the dots, uncover patterns, and translate feedback into CX improvements that actually move the numbers.
WHAT YOU'LL BE DOING.
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Build, manage, and improve VoC programs (surveys, reviews, feedback loops)
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Turn qualitative and quantitative feedback into usable insights
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Design reporting templates for CX, product, and operations teams
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Identify themes, trends, and blind spots across customer journeys
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Collaborate with Product, CX, and Support to close the loop
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Present findings to leadership in clear, action-driven formats
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Track the impact of feedback-based changes over time
YOU DON'T JUST REPORT. YOU INTERPRET, RECOMMEND, AND DRIVE CHANGE.
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3+ years in CX insights, analytics, or VoC program management
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Experience in financial services, fintech, or other compliance-heavy sectors
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Familiar with feedback tools (e.g., Qualtrics, Medallia, SurveyMonkey, Hotjar)
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Strong analytical and storytelling skills, data meets narrative
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Comfortable presenting to senior leaders and cross-functional teams
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Bonus: You’ve launched or improved a VoC or NPS program from scratch
YOU'LL BE PAID TO TRANSLATE VOICE INTO VALUE.
$75,000 – $90,000/year USD
Based on experience, insight quality, and proven strategic influence.
Benefits:
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Fully remote with flexible hours
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Quarterly CX reporting bonus
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Paid time off + personal wellness days
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Home office budget and learning stipend
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Private healthcare plan
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Access to YOURCXC VoC + Insights toolkits
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Growth path into CX Strategy Lead or Head of Insights
