Director of Customer Insights

Job Summary

A company is looking for a Director of VOC Programs & Member Insights.

Key Responsibilities

• Own and optimize the VOC ecosystem, including survey design and member feedback processes
• Analyze feedback to identify trends and deliver insights that drive experience improvements
• Lead qualitative and quantitative research initiatives and collaborate on UX studies

Required Qualifications

• 6-10+ years in CX, VOC, or customer insights roles, preferably in tech-enabled or subscription environments
• Hands-on experience with leading VoC platforms such as Forsta HX, Qualtrics, or Medallia
• Demonstrated leadership in journey-based VOC development
• CX certification (e.g., CCXP, CXS) strongly preferred
• Experience in insurance, fintech, or pet health is a plus