Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Backed by Accel and Peak XV.
About the role
This role will lead our effort in capturing, synthesizing, and acting on customer feedback. In this role, you will serve as the strategic owner of our VoC infrastructure, turning quantitative metrics and qualitative customer insights into actionable business and product strategies.
What they're looking for
- Experience: 4+ years of Program Management experience
- 3+ years of experience in Customer Experience (CX), Market Research, or Customer Insights, with direct ownership of VoC programs
- Technical Experience: Hands-on experience with Qualtrics (survey design, logic, dashboards, and integrations) is preferred
- Qualitative Expertise: Demonstrated experience organizing, facilitating, and analyzing findings from focus groups and customer interviews
- Cross-Functional Influence: Strong ability to translate raw data into clear narratives that influence Product, Engineering, and Executive decision-making
- Education: Bachelor’s degree in Business, Data Analytics, Marketing, Psychology, or a related field (or equivalent practical experience)
More about this role
This role will lead our effort in capturing, synthesizing, and acting on customer feedback. In this role, you will serve as the strategic owner of our VoC infrastructure, turning quantitative metrics and qualitative customer insights into actionable business and product strategies. You will directly manage customer-facing survey initiatives, act as a primary platform administrator and power user for Qualtrics, monitor our product feedback channels, and support our qualitative research efforts including customer focus groups.
Survey Architecture & Qualtrics — Own, manage, and optimize the enterprise Qualtrics platform for customer-facing survey and feedback initiatives, acting as the primary subject matter expert and administrator. Design, launch, and manage customer-facing survey programs across the lifecycle, including NPS, CSAT, CES, onboarding, and post-interaction surveys. Establish data collection best practices to reduce survey fatigue and ensure high response rates and representative sampling.
Product Feedback & Cross-Functional Collaboration — Collaborate with Product and Customer Adoption & Experience teams to build and scale a standardized product feedback process....
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