Customer Experience Lead (Voice of Customers)

Description:

For many of us there’s that one podcast we never miss, and video content is part of our daily routine, whether it’s professional or personal. But how many of us truly understand the effort that goes on behind the scenes? Here at Riverside, we know it well. That’s exactly why we built an AI-powered platform that helps content creators, podcasters, marketeers, and more at major brands like Netflix, Disney, Google, and Microsoft to create high-quality content with ease.

Riverside’s technology streamlines the entire content creation process, turning ideas into professional-grade content with the highest production standards, without requiring expensive equipment or external services. The secret? AI-driven tools that replace traditional production roles like editing, directing, and design, automating the entire process at the click of a button.

On your day to day

We’re looking for a Customer Experience (CX) Lead (Voice of Customer) to help us transform how Riverside listens, learns, and acts on customer insights. In this role, you’ll create and lead Riverside’s Voice of Customer (VoC) program - a structured approach to collecting, analyzing, and acting on customer feedback across all touchpoints. From surveys, NPS, and support tickets to social sentiment and customer interviews, you’ll turn raw feedback into meaningful insights that drive business and product decisions. You’ll operate at the intersection of customer advocacy, analytics, and business operations, connecting dots between data, teams, and strategy. Partnering with Product, Engineering, and CX leaders, you’ll help identify what matters most to our customers and ensure those insights are translated into tangible improvements and measurable outcomes. Beyond gathering insights, you’ll create the frameworks, reporting systems, and feedback loops that embed the customer voice into Riverside’s daily operations and long-term strategy. This is a role for someone who thrives on connecting data with purpose, influence with action, and insights with impact.

What You’ll Do

1. Lead the Voice of Customer Program

• Develop and scale Riverside’s VoC framework by unifying feedback from surveys, NPS, support, interviews, social, and churn data.
• Create clear processes and metrics to ensure feedback turns into measurable improvements.

2. Analyze and Translate Customer Insights

• Analyze feedback to uncover key trends, opportunities, and pain points.
• Translate findings into simple, actionable insights that help teams understand what matters most to customers and why.

3. Drive Cross-Functional Improvements

• Work with Product, Engineering, and CX Operations to turn insights into tangible improvements across product features, workflows, and customer touchpoints.
• Build simple, transparent reporting that tracks customer sentiment, satisfaction, and progress.

4. Champion a Customer-First Culture

• Ensure the customer voice is present in every major decision.
• Promote a culture of listening, collaboration, and continuous improvement centered on real user needs.

What Will Make You Stand Out?

• 2+ years of experience in Customer Experience, CX Operations, or CX analyst in a SaaS or fast-growing tech environment.
• Sharp analytical and critical thinking skills, you can connect the dots and anticipate the domino effects of change.
• Proven ability to translate complex data into actionable insights and compelling stories.
• Great communication and presentation skills; you’re confident presenting to senior leadership.
• A hands-on approach, comfortable diving into data, building frameworks, and seeing ideas through execution.
• Proven ability to work cross-functionally and align stakeholders across CX, Product, and Operations.
• Motivated self-starter who thrives in dynamic, fast-paced environments and loves building from scratch.
• Deep empathy for customers and a passion for driving organizational change.

Bottom line? If you wanna take part in transforming how people and businesses share their stories globally, Riverside’s your place. The work is challenging, the culture is fast-paced, and the people are exceptionally brilliant. And if that’s not enough, we guarantee that your ideas will genuinely make an impact. You’ll be part of a world-class CX team, working hand-in-hand with Product and other functions to shape the future of how creators and businesses share their stories.