Senior Director Voice of Customer and CX

$161,186 - $230,265/Yr

Altice USA - Long Island City, NY

Full-time - Senior

Long Island City, NY

Telecommunications

About the position

The Senior Director of the Voice of the Customer (VoC) Program at Optimum will leverage customer feedback to drive organizational change and enhance customer experience. This role involves analyzing and communicating customer insights to stakeholders, leading various projects, and utilizing VoC platforms to improve customer satisfaction and loyalty. The ideal candidate will be resourceful, collaborative, and passionate about delivering excellence in customer experience.

Responsibilities

• Lead the strategy, development, and evolution of Altice USA's Voice of the Customer Program.
• Oversee the design and deployment of surveys to capture customer experiences effectively.
• Provide strategic oversight of survey implementation across all distribution channels.
• Establish and maintain best practices in survey design.
• Guide survey management, data analytics, and reporting.
• Create and maintain dashboards and reports tracking customer feedback, trends, sentiment, and satisfaction metrics.
• Empower cross-functional stakeholders with access to actionable data through intuitive dashboards and reports.
• Drive VoC program enhancements, including new feedback collection and advanced analytics.
• Address and resolve issues related to the feedback process, collaborating with the Data team as necessary.
• Guide the development and ongoing management of Text and Speech analytic programs.
• Provide qualitative research support for Altice USA's CX Journey Design program.
• Collaborate with internal stakeholders to develop actions that improve customer experiences.
• Lead ongoing CX Insights analytic briefs leveraging survey data and operational metrics to derive insights and identify pain points.
• Lead Closed Loop Feedback initiatives to ensure customer issue resolution.
• Manage VoC vendor relationships and stay current with industry trends and new technologies.

Requirements

• Bachelor's degree in social science, data science, mathematics, or related field.
• 15+ years' experience in an analytics or customer insights role, with a minimum of 5 years leading VoC insights programs or customer experience initiatives.
• 10-15 years' experience in survey research design and methodology.
• Strong expertise in qualitative and quantitative research methods, including surveys, interviews, and data analysis.
• Experience with using Qualtrics XM suite.
• Proficiency in modeling, dashboarding, and use of Qualtrics Discover or other speech analytics tools.
• Expertise in Net Promoter Score (NPS) methodology and other feedback collection methodologies.
• Record of designing and implementing VoC listening posts in complex organizations.
• Record of developing and managing high performing teams.
• Proven track record in leading research projects and teams, managing multiple stakeholders and projects simultaneously.
• Demonstrated ability to influence cross-functional teams and drive user-centric design decisions.
• Strong research, analytical, and problem-solving skills with empathy for customer needs and behaviors.
• Excellent communication and presentation skills, able to convey complex research findings to technical and non-technical audiences.
• Strong experience in Microsoft Office applications, particularly Excel and PowerPoint.
• Experience with BI tools (Tableau, Power BI) and data visualization is a plus.
• Experience with SPSS, R, Python, or other statistical computing is a plus.
• Experience in Change Management is a plus.

Nice-to-haves

• Experience in telecom industry is a plus.
• Experience with advanced analytics tools and methodologies.

Benefits

• Competitive salary based on skills and experience.
• Opportunities for professional development and continuous learning.
• A commitment to diversity and inclusion in the workplace.