Servsys Corporation

Compensation

Full Description

Job Title: Voice of the Customer(VOC) Design Researcher, Digital Products & Services Location: Michigan - Remote Contract to Hire Description The Voice of the Customer Research Manager is responsible for designing, implementing, and managing programs that capture and analyze customer feedback for digital products across multiple channels. This role transforms customer insights into actionable recommendations, driving improvements in products, services, and overall customer experience. The ideal candidate is a strategic thinker, skilled in research methodologies, and passionate about championing the customer’s voice throughout the organization. Key Responsibilities Develop and Lead VOC Strategy: • Design and execute comprehensive VOC research programs, including surveys, interviews, focus groups, and analysis of unsolicited feedback (e.g., social media, support calls). • Define research objectives, methodologies, and KPIs to measure customer satisfaction, loyalty, and experience. • Oversee the collection, consolidation, and analysis of customer feedback data from multiple sources, such as SurveySparrow. Insight Generation and Reporting: • Analyze VOC data to identify trends, pain points, and opportunities for improvement. • Synthesize findings into clear, actionable insights and present recommendations to stakeholders through compelling monthly reports and quarterly presentations. • Monitor the impact of implemented changes and maintain a feedback loop for continuous improvement. Stakeholder Engagement: • Collaborate with cross-functional teams (product, design, marketing, commercial sales) to ensure customer insights inform decision-making and product development. • Build relationships across the organization to champion customer-centricity and secure buy-in for VOC initiatives. Program Management: • Manage VOC program operations, including survey design, participant recruitment, and data quality assurance. • Lead and mentor a team of researchers, fostering best practices in generative and evaluative research. • Ensure compliance with ethical standards and regulatory requirements. Minimum Qualifications • Bachelor's degree in design, psychology, marketing, human-computer interaction, or a related field • 7+ years of experience in customer research, insights, or related roles; experience managing VOC or customer listening programs highly preferred • Proficiency in qualitative and quantitative research methods • Familiarity with design thinking principles and methodologies • Strong analytical and problem-solving skills • Excellent written and verbal communication skills • Ability to work independently and manage multiple projects simultaneously • Proficiency in research tools and software (e.g., SurveySparrow, Quantum Metrics, Adobe Analytics) • Experience in B2B or B2C environments with complex customer journeys.