monday.com Published: October 1, 2020
Job Type
Level of education
Undergraduate
Spoken Language needed
English
Level of Hebrew
Medium
Location of job
Tel Aviv/ Ramat Gan
How many relevant years experience do you require for the role:
2 years

Description

Our team is growing and we are looking for a Voice of Customer Lead to join our Customer Programs Team. You'll work closely with our Programs team, CX/CS Teams, and Builders group to help push our users needs and requests to help improve the product and business needs.

About The Role
- Manage and maintain the infrastructure for collecting feedback/data from our users in various channels including, Tickets, NPS, demos, calls etc.
- Manage the process of collecting and analyzing customer feedback obtained through a variety of channels and interpret into actionable insights for our CX team – identify themes, trends, and implications for the business
- Direct team in creating clear, concise, compelling presentations that highlight customer insights and VOC, and articulate opportunities for CX improvement
- Develop the strategy, processes and platform to collect and disseminate VOC insights in near real-time to business leaders
- Build and maintain internal relationships by collaborating with R&D, Product and other business units stakeholders to identify and prioritize VOC projects
- Manage external vendors to support VOC insights and improve data collection and internal feedback
- Create onboarding and continuous trainings for new team members
- Mentor team in bringing customer insights to life through effective storytelling
- Participate in special projects and other activities as needed

Requirements

- 2 to 4 years of relevant experience in business, product, or client facing roles
- Proven ability to analyze, interpret, and synthesize data into actionable information
- Strong project management skills to execute in a complex business environment
- Excellent presentation, communication and interpersonal skills. Self-motivated, driven, strong work ethic a must.
- Ability to create easy-to-understand reports, charts, and graphs for multiple stakeholders
- Collaborative business partner; Able to work cross-functionally and interact with/present to all levels of leadership within the company
- Ability to manage multiple priorities simultaneously
- Experience with direct customer survey is required
- Management experience strong plus
- Experience with looker, redash and other data tools
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