Customer Experience Lead (Voice of Customers)

Description
For many of us theres that one podcast we never miss, and video content is part of our daily routine, whether its professional or personal. But how many of us truly understand the effort that goes on behind the scenes? Here at our company, we know it well. Thats 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.
our companys 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
Were looking for a Customer Experience (CX) Lead (Voice of Customer) to help us transform how our company listens, learns, and acts on customer insights. In this role, youll create and lead our companys 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, youll turn raw feedback into meaningful insights that drive business and product decisions. Youll 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, youll help identify what matters most to our customers and ensure those insights are translated into tangible improvements and measurable outcomes. Beyond gathering insights, youll create the frameworks, reporting systems, and feedback loops that embed the customer voice into our companys 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 Youll Do
1. Lead the Voice of Customer Program
Develop and scale our companys 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.