Job Description
Voice of Customer
locations
US – Remote
time type
Full time
job requisition id
R12984
Voice of Customer (VoC) Program Manager
WEX Inc. is a leading and growing global provider of payment processing, information management and fleet card payment solutions. We hire people who share our passion for continuous innovation and client service that is unparalleled in the industry. If you are looking for a growing career – come be part of WEX today and join a company that our employees have certified us a Great Place To Work!
Job Summary
Wex is seeking a Voice of Customer (VoC) Program Manager to join the Global Services and Operations team. You will play a crucial role in improving customer loyalty and growth by moving the company to action using the voice of customer from across our various lines of business. You have an extensive voice of the customer program management experience and are passionate about customer data, with a proven history of driving insights that improve the customer experience. You will partner with leaders across the organization to execute new customer listening programs and evolve existing programs as needed to provide a more holistic voice of customer assessment across all of WEX’s lines of business. They will build strong alignment with our Digital/Product team to ensure strategic alignment.
You’ll come with a strong understanding of customer experience program management, NPS, analytics, and the ability to tell a compelling story with data. You will also come ready to dive deep into customer journeys to understand and empathize with customer pain points and identify opportunities with respect to customer engagement, strategy alignment and quality of service.
This position may have 1 – 3 direct reports, but will start as an individual contributor. Individual must have the ability to lead a team, but also execute and properly delegate and oversee work as needed.
Performance Objectives:
- Make deep-dive analysis of NPS data and customer feedback to expose business operation issues, product and process gaps and identify owners of solution(s)
- Work with the Digital/Product team to drive analysis of NPS key drivers, identify root cause of experience issues and initiate projects to make improvements;
- Proactively connect with metric owners from each line of business, operation and product teams to track and push to drive the progress of improvement actions;
- Organize and lead routine NPS reviews with stakeholders from different relevant domains;
- Push spot survey or scenario-based surveys to understand customer needs/pain point within each Line of business as needed
- Coach and provide guidance to LOB teams to ensure NPS related metrics are improving;
- Present feedback results to leadership team to reinforce overall drivers of customer experience and provide actionable recommendations for improvements based on the voice of the customer;
- Present and report key business outcomes with measurable data and voices from customers to the senior management team to align on execution plans;
- Work closely with cross-functional teams to ensure project delivery and successful collaboration across geographies and lines of business
- Coordinate with VoC and closure of key concern points captured in NPS detractor’s feedback
- System integration of NPS for feedback collection over various channels.
Qualifications:
- BA/BS degree or equivalent practical experience
- Minimum 8+ years business experience in service and experience field.
- Expertise in daily NPS operation and continuous improvement initiatives.
- Expertise in project design, communication skills, driving for results and managing changes.
- Proven capability in leading a cross functional/multi-geographical virtual team to achieve project goals.
- Have the sense to balance experience and growth and drive planning and execution of initiatives across a global organization.
- Ability to advocate and influence while not owning directly.
- Ability to work cross-group and cross-level, and with all levels of management.
- Able to navigate through ambiguity and a fast-growing environment, proven track record to thrive in a matrix environment.
- Experience managing complex data analytics and related business metrics.
- Passion for customers and partners and effective at designing and implementing experience KPI’s and other measures.
- Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and driving actions.
- Strengths in problem-solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
- Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives.
- Strong ownership and a team player, always focused on delivering results with high standards.