Director, Voice of the Customer

Director, Voice of the Customer

As Alma’s Voice of the Customer leader, you will ensure customer insights are core to every decision. You will own designing and leading Alma’s VoC strategy, iterating and expanding our current insights program, combining deep subject matter expertise of our products with compelling storytelling, showcasing the customer experience, and critical opportunities. You will work closely with Operations, Product Management, Design, Product Marketing, and Business Intelligence to incorporate the voice of the customer and CX into every product development process, driving the continuous improvement of our products and services.

A successful candidate should have extensive experience turning data into solutions, designing and shipping processes alongside product and technical teams, and be extremely customer-focused.

What You’ll Do

• Create and lead a strategic Voice of the Customer program: establishing quantitative measurements that drive value and impact, synthesizing qualitative data into clear, actionable recommendations, and translating a deep understanding of our customers into strategic efforts that create exceptional customer experiences.
• Nurture effective collaborative relationships across key stakeholders— shaping product and business strategy alongside these partners.
• Create engaging programs that build customer awareness and empathy across the business— customer centricity is front-and-center through these programs.
• Create a robust framework for customer feedback loops so that we’re consistently measuring, communicating, and actioning on what matters most. 
• Partner effectively with our data teams to build the data infrastructure required to make meaningful connections and insights about our customers’ experiences. 

Who You Are 

• 8+ years of work experience leading an analytical function such as Customer/User Insights, Product Operations, CX Operations, Voice of the Customer, etc.
• Strong data reporting and data analytics skills, including SQL— writing basic functions like select statements, joining multiple tables, filtering, aggregates & case/when statements— with a proven ability to influence using data.
• Experience conducting customer research, competitive analysis, and synthesizing product insights.
• Track record of collaboration with cross-functional teams to solve complex customer challenges.
• The ability to convey complicated and technical topics in simple, jargon-less, engaging formats— bonus points for experience creating multi-modal content to deliver compelling stories. 
• You have cultural humility, can build relationships across differences, and have excellent interpersonal communication skills.

Benefits:

• We’re a remote-first company
• Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans
• 401K plan (ADP)
• Monthly therapy and wellness stipends
• Monthly co-working space membership stipend
• Monthly work-from-home stipend
• Financial wellness benefits through Northstar
• Pet discount program through United Pet Care
• Financial perks and rewards through BenefitHub
• EAP access through Aetna
• One-time home office stipend to set up your home office
• Comprehensive parental leave plans
• 11 paid holidays, 1 Alma Mental Health Day, and 1 Alma Volunteering Day
• Flexible PTO 

Salary Band: $165,000 - $185,000 

Alma’s compensation philosophy is driven by our company value of building equity. To best ensure pay equity, we typically bring in new hires near the middle of our listed salary bands and we do not negotiate our compensation (i.e. all people hired at the same level & role are brought in at the same salary, equity, and benefits). The recruiter you work with can provide more details on our philosophy.

All Alma jobs are listed on our careers page. We do not use outside applications or automated text messaging in our recruiting process. We will not ask for any sensitive financial or identification information throughout the recruiting process. Any communication during the recruitment process, including interview requests or job offers, will come directly from a recruiting team member with a helloalma.com email address.