Voice of Customer Program Manager @ Instacart - Atlanta, GA

Voice of Customer Program Manager

7 days ago

OVERVIEW
The Care team is focused on supporting our broad ecosystem of customers, shoppers, retailers, and internal stakeholders through direct support and scalable solutions. We are a service-centric and analytics-driven team that thinks upstream to implement solutions that delight our community, improve performance, and scale through better automation, process and product experience.
The ideal VOC Program Manager will be responsible for designing and establishing a Voice of the Customer (VoC) program for the purpose of driving a customer focused mindset which delivers actionable insights into every aspect of business

ABOUT THE JOB


  • Design, plan and implement a highly effective VoC program to drive customer experience and customer loyalty (including Shoppers and Retailers)

  • Analyze data and customer verbatim to prioritize VoC program opportunities

  • Conduct deep dive analysis on customer contacts and identify process improvements opportunities

  • Be the POC for Customer Experience analytics that include metric development and refinement.

  • Monitor and maintains or improve customer survey response rates across channels

  • Send weekly/monthly updates on various Customer engagement initiatives to leadership team/stakeholders

  • Tracks the progress of various initiatives and ensure on time completion

  • Create monthly VOC newsletter and share with teams outside of Care

  • Serve as the subject-matter expert on customer surveys and feedback with in-depth knowledge of customers and their experiences

  • Stay up to date on industry trends around various VOC tools like advanced speech and text analytics


ABOUT YOU

  • Bachelor's degree or 5+ years of work experience

  • 2+ years of experience working in an Operations, Analytics, Product, Engineering, Consulting, Project Management or equivalent team

  • 2+ years of Contact Center experience

  • 2+ years of experience doing business process analysis

  • Experience communicating results of technical analyses with non-technical partners and leadership teams to influence the strategy of those teams

  • 2+ years experience working on survey data

  • Excellent communication skills (written and verbal)


PREFERRED QUALIFICATIONS

  • Experience working with data visualization tools (e.g. Tableau)

  • Experience working in a technology company or consulting firm

  • Some experience using SQL queries

  • Experience working with Project Management tools (e.g. Asana, Jira, Smartsheet)

  • PMP certification

  • Lean Six Sigma experience