Ref#: R0023441

Our mission.

As the world’s number 1 job site, our mission is to help people get jobs. We need talented, passionate people working together to make this happen. We are looking to grow our teams with people who share our energy and enthusiasm for creating the best experience for job seekers.

The team.

Our goal is to deliver continuous improvements through the collection and analysis of client feedback from our voice of the customer program.  The voice of the customer team is located in Austin and is focused on collecting, analyzing, and delivering client experience improvements for all global markets in which Indeed operates.

The team collaborates with partners across Indeed to deliver product, process, and training improvements based on the client feedback combined with internal analysis. 

Every month, over 200 million job seekers count on Indeed to help them find jobs by publishing their resumes, processing their job applications, supplying company data, and providing a safe and secure job search platform. Our clients rely on us to connect them to qualified candidates for their job openings. Simply put, we help our clients help people get jobs.



The base salary range below represents the low and high end of the Indeed salary range for this position. Actual salaries will vary and may be above or below the range based on various factors including but not limited to location, experience, and performance. The range listed is just one component of Indeed's total compensation package for employees. Other rewards may include quarterly bonuses, Long Term Incentive Plan units, an open Paid Time Off policy, and many region-specific benefits. 

Austin Base Salary Range: 163,000 - 227,000 USD per year

Your job.

The Director, Voice of the Customer is a key leadership position and will lead a team of research analysts to collect/analyze data to identify opportunities to deliver client experience improvements across all the global markets that Indeed operates.


The person will have strong data analysis and leadership skills, they will lead a team and will need to use ‘voice of the customer’ and business insights to define and drive a customer experience program of improvements. In addition, they will be capable of building strong relationships with stakeholders in technology, product, sales, business intelligence, client success, and marketing to influence improvements that will benefit the customer.


About you.

Responsibilities:

  • Collect: provide clear direction on the approach for collecting client feedback

  • Analyze qualitative and quantitative data to generate insights, leverage and consolidate transactional, behavioral, demographic, survey, and Voice of Customer feedback data to inform stakeholders and to identify, size and address business issues and opportunities to improve NPS, revenue and retention

  • Collaborate and influence key stakeholders to deliver customer experience improvements

  • Recommend improvements product, process and training improvements 

  • Connect the insights from VOC feedback throughout the customer journey and client behaviors to Indeed’s Net Promoter Score (NPS)

  • Evangelize the importance of actively listening to customers and drive changes based on what we learn from understanding what they are telling us

  • Deliver new and improved business processes and products to address customer pain points and, thereby, improves our customers’ overall satisfaction with and loyalty to Indeed.


Requirements:

  • Extensive experience related to data analysis (preferably leading a VOC team)

  • Ability to define client experience strategy and deliver to C-suite

  • Strong customer experience focus

  • People leadership 

  • Strong stakeholder management and relationship skills

  • Extensive knowledge of the Client feedback and survey best practices

  • Experience with connecting and analyzing large datasets

  • Expertise in presenting data visually to provide a clear, compelling story

  • Understanding of how to apply statistical methods to identify drivers of business results based on customer feedback and customer journey touchpoints

  • Experience with unstructured data analysis, including voice and text analytics

  • Experience with and understanding of data extraction and analysis tools  e.g. SQL

  • Clarabridge, Tableau, Marketo, and Qualtrics skills are a plus

  • Strong ability to analyze quantitative and qualitative data, optimize data sets, tools, and analysis techniques to drive business outcomes



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