Voice of Customer Program Manager at Hhaexchange

About the Role

We are looking for an experienced Voice of Customer Program Manager to join HHAeXchange, a leading technology platform for home and community-based care. This role will design, lead, and optimize efforts in capturing, analyzing, and activating customer insights across the customer journey.

Key Responsibilities

• →Design, implement, and lead Voice of Customer (VoC) programs that provide actionable customer experience insights
• →Analyze quantitative and qualitative feedback from multiple sources to identify patterns, pain points, and opportunities
• →Lead internal change management and training efforts related to new digital VoC programs
• →Synthesize feedback into actionable insights and present findings to product, CX, marketing, and executive teams
• →Track and report on key metrics to drive measurable outcomes
• →Establish and maintain a centralized customer insights repository
• →Collaborate with cross-functional teams to close the loop with customers
• →Identify emerging trends and strategic opportunities
• →Act as the voice of the enterprise customer across the organization
• →Develop frameworks and processes to continuously improve the VoC program