Voice of Customer Program Lead

About the role

As the founding leader for this program, you will build the systems and frameworks necessary to scale how we gather and act on customer feedback. You will sit within the Research and Insights team, working across the company to ensure customer perspectives drive our strategy and operations.

Key facts

What you'll do

• Design a centralized infrastructure to collect, connect, and manage feedback data across the entire customer journey.
• Standardize listening posts, surveys, and feedback tools to maintain a consistent approach.
• Manage the full feedback loop, ensuring that insights lead to actionable follow-ups and measurable changes.
• Build and maintain a central insights portal and dashboard to increase data accessibility for internal teams.
• Partner with Product, Design, Engineering, Revenue, Support, and Marketing to embed customer insights into roadmaps and planning.
• Establish governance models to ensure cross-functional accountability for customer feedback.
• Synthesize feedback from diverse sources into clear, compelling narratives for executive leadership.
• Define metrics to track the business impact and effectiveness of the program.

Requirements

• 7+ years of experience in CX strategy, user research, or customer insights programs.
• Proven ability to lead complex, cross-functional initiatives and influence stakeholders without formal authority.
• Experience solving ambiguous, large-scale problems by designing systems that work across organizational silos.
• Proficiency in both quantitative and qualitative research methods.
• Ability to manage workflows and frameworks while maintaining a strategic perspective.
• Strong communication skills with the ability to translate complex data into clear narratives.
• Base salary range: $190,000 to $209,000 per year.

Nice to have

• Advanced knowledge of SQL.
• Familiarity with customer lifecycle models, experience analytics, or journey mapping.

Skills & tools

• Feedback and survey platforms: Qualtrics, Medallia, Typeform, or Looker.
• Data warehousing and visualization: Snowflake, Redash, and Tableau.
• Basic SQL proficiency.

Practical notes

• Compensation is determined by individual skill set, relevant experience, and location.
• Justworks offers a comprehensive benefits package and wellness programs.
• The company is an equal opportunity employer and provides reasonable accommodations for candidates with disabilities via accommodations@justworks.com.