Global Customer Insights \u0026 Voice of the Customer Lead

The Global Customer Insights & VoC Lead will lead the global customer insights and Voice of the Customer capability for Global Customer Care. This role will bring together customer feedback, case data, operational metrics, digital signals, supplier inputs and other insights sources to identify customer pain points, backlog drivers and improvement opportunities. The role is responsible for translating those insights into clear recommendations and working with cross-functional partners to drive actions that improve customer outcomes, reduce avoidable demand and address the root causes of case backlog.

Key Responsibilities:

• Lead the global VoC roadmap, governance model and regular insight review process across Customer Care and key business partners.
• Own the outer loop of customer feedback by identifying systemic issues, assigning clear business owners and driving actions that reduce backlog, repeat contacts, avoidable demand and customer effort.
• Build an integrated customer insights capability that connects direct feedback, indirect feedback, case management data, digital analytics, operational metrics, quality intelligence, and supplier performance data.
• Translate complex data into clear insights, root-cause findings, business implications, and recommendations for executive and operational audiences.
• Partner with Product, Quality, Technical Service, Engineering, Customer Experience, Operations, Analytics, Supply Chain, IT, regional Customer Care teams and suppliers to identify customer knowledge gaps and prioritize improvement opportunities.
• Establish dashboards, scorecards, and KPI definitions that connect customer sentiment, backlog drivers, operational performance, cost to serve, and business outcomes.
• Measure the impact of VoC-driven actions on customer experience, backlog reduction, operational efficiency, supplier performance, and customer effort.

Basic Qualifications:

• Bachelor's degree in Business, Analytics, Data Science, Statistics, Economics, Engineering, Marketing, Customer Experience or a related field
• 8+ years of experience in Voice of the Customer, Customer Experience, customer insights, analytics, business intelligence, transformation, performance management or operational excellence
• Strong ability to translate data into business action by bridging business stakeholders, data engineering, BI, analytics, digital and IT teams
• Experience leading enterprise or global VoC/CX programs, customer insights platforms, analytics operating models or cross-functional transformation initiatives
• Experience using customer insights to identify root causes, influence process or product improvements, reduce avoidable demand and improve measurable customer and business outcomes
• Enterprise VoC and customer insights leadership with the ability to build, scale and mature a global customer insights capability beyond survey administration or reporting
• Demonstrated ability to integrate disparate data sources and connect customer feedback with operational, financial, digital, supplier and case management data
• Strong analytical storytelling skills, including the ability to move from data and trends to root causes, business implications, recommendations, and measurable action
• Proven ability to influence senior stakeholders and cross-functional partners without direct authority, especially where accountability for action sits outside Customer Care
• Strong understanding of contact center operations, case management, backlog dynamics, customer journey friction, quality intelligence and customer effort reduction
• Experience with BI, analytics, VoC survey, text analytics, speech analytics, journey analytics, or customer data platforms
• High standards for data quality, governance, and insight credibility; comfortable challenging assumptions and aligning stakeholders around common definitions and measures

Preferred Qualifications:

• Automotive, mobility, consumer services, contact center, digital experience or enterprise transformation experience
• Advanced degree or relevant certifications
• Experience working in a global, multi-region environment with complex stakeholder groups, outsourced operations, suppliers or matrixed business functions
• Familiarity with tools such as Power BI, Qlik, Tableau, Qualtrics, Medallia, Excel or similar platforms