Research expert responsible for driving Voice of Customer initiatives across all customer-facing products and experiences. The role ensures customer perspectives are captured through interviews, usability testing, and qualitative research, and findings are translated into actionable insights. Responsibilities include developing personas, journey maps, service blueprints, and executive-ready reports that guide product design, software usability, marketing, and customer engagement strategies. Close collaboration is maintained with Product, Marketing, Sales, Training, and Customer Success to ensure decisions are grounded in customer feedback.
Key Responsibilities
- Design and run qualitative research initiatives, including interviews, focus groups, and usability-style sessions, to capture authentic customer perspectives
- Collaborate cross-functionally with Product, Marketing, Sales, Training, and Customer Success teams to ensure customer perspectives inform decisions
- Recommend and implement the right tech stack for Voice of Customer collection and analysis
- Synthesize research findings into actionable insights, personas (e.g. using the Double Diamond method), journey maps, and service blueprints
- Partner with Business Intelligence on quantitative metrics (NPS, CSAT, churn) and integrate qualitative insights for a holistic view
- Present clear, compelling research reports and executive-level presentations that influence decision-making
- Build an ongoing feedback loop to ensure customer input informs future programs and offerings
Success Measures
- Research findings leading to measurable improvements in customer programs and engagement
- Positive feedback from executives on clarity, relevance, and actionability of insights
- Increased adoption of customer-informed initiatives across Marketing, Sales, and Customer Success teams
- Establishment of an ongoing, sustainable Voice of Customer program