Voice Of Customer Jobs

Voice of Customer (VoC) Program Manager

WEX Inc. is a leading and growing global provider of payment processing, information management and fleet card payment solutions. We hire people who share our passion for continuous innovation and client service that is unparalleled in the industry. If you are looking for a growing career – come be part of WEX today and join a company that our employees have certified us a Great Place To Work!

Job Summary

Wex is seeking a Voice of Customer (VoC) Program Manager to join the Global Services and Operations team. You will play a crucial role in improving customer loyalty and growth by moving the company to action using the voice of customer from across our various lines of business. You have an extensive voice of the customer program management experience and are passionate about customer data, with a proven history of driving insights that improve the customer experience. You will partner with leaders across the organization to execute new customer listening programs and evolve existing programs as needed to provide a more holistic voice of customer assessment across all of WEX’s lines of business. They will build strong alignment with our Digital/Product team to ensure strategic alignment.

You'll come with a strong understanding of customer experience program management, NPS, analytics, and the ability to tell a compelling story with data. You will also come ready to dive deep into customer journeys to understand and empathize with customer pain points and identify opportunities with respect to customer engagement, strategy alignment and quality of service.

This position may have 1 - 3 direct reports, but will start as an individual contributor. Individual must have the ability to lead a team, but also execute and properly delegate and oversee work as needed.

Performance Objectives

• System integration of NPS for feedback collection over various channels.
• Push spot survey or scenario-based surveys to understand customer needs/pain point within each Line of business as needed
• Organize and lead routine NPS reviews with stakeholders from different relevant domains;
• Work closely with cross-functional teams to ensure project delivery and successful collaboration across geographies and lines of business
• Make deep-dive analysis of NPS data and customer feedback to expose business operation issues, product and process gaps and identify owners of solution(s)
• Coordinate with VoC and closure of key concern points captured in NPS detractor’s feedback
• Work with the Digital/Product team to drive analysis of NPS key drivers, identify root cause of experience issues and initiate projects to make improvements;
• Coach and provide guidance to LOB teams to ensure NPS related metrics are improving;
• Proactively connect with metric owners from each line of business, operation and product teams to track and push to drive the progress of improvement actions;
• Present feedback results to leadership team to reinforce overall drivers of customer experience and provide actionable recommendations for improvements based on the voice of the customer;
• Present and report key business outcomes with measurable data and voices from customers to the senior management team to align on execution plans;

Qualifications

• Strong verbal and written communication skills with demonstrated experience engaging and influencing senior executives.
• Expertise in daily NPS operation and continuous improvement initiatives.
• Expertise in project design, communication skills, driving for results and managing changes.
• Have the sense to balance experience and growth and drive planning and execution of initiatives across a global organization.
• Minimum 8+ years business experience in service and experience field.
• Strengths in problem-solving, issue-resolution, ability to work in a deadline-driven work environment, attention to detail, and ability to multitask.
• Ability to work cross-group and cross-level, and with all levels of management.
• Strong ownership and a team player, always focused on delivering results with high standards.
• Ability to advocate and influence while not owning directly.
• Strong analytical and quantitative skills; ability to use hard data and metrics to back up assumptions, recommendations, and driving actions.
• Passion for customers and partners and effective at designing and implementing experience KPI's and other measures.
• Able to navigate through ambiguity and a fast-growing environment, proven track record to thrive in a matrix environment.
• BA/BS degree or equivalent practical experience
• Proven capability in leading a cross functional/multi-geographical virtual team to achieve project goals.
• Experience managing complex data analytics and related business metrics.

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section.

Salary Pay Range: $88,000.00 - $118,000.00