Voice of the Customer

Impact in this Role

The Voice of Customer (VOC) Coordinator plays a central role in translating customer feedback into actionable business intelligence.

Working at the intersection of customer experience, data analysis, and cross-functional collaboration, this individual owns the end-to-end lifecycle of customer survey feedback - from initial intake and triage through root cause investigation, cross-departmental engagement, and direct customer follow-up.

The VOC Coordinator is responsible for ensuring that every piece of customer feedback is heard, categorized, and acted upon, and that the insights derived from that feedback are clearly communicated to the business to drive continuous improvement in both front-end and back-end processes. This role is critical to our customer obsession strategy.

The VOC Coordinator serves as the voice of the customer inside the organization - connecting recurring pain points to root causes and advocating for improvements that reduce friction, build loyalty, and support long-term business growth.

Areas of Responsibility: Ticket Management & Qualtrics Platform Ownership:

• Serve as an administrator and subject-matter expert for the Qualtrics survey and ticketing platform.
• Review, digest, and triage all inbound negative-experience survey responses, assigning tickets to the appropriate departments for root cause investigation and immediate resolution.
• Manage all new and existing tickets to ensure 100% response coverage - no feedback goes unaddressed.
• Develop and maintain a working knowledge of common customer pain points to become the team's internal knowledge leader on recurring experience themes.

Feedback Tagging & Categorization

• Apply consistent, standardized topic tags to all open-text survey comments to enable structured, repeatable analysis
• Maintain and evolve the tagging taxonomy as new themes emerge, ensuring categorization remains accurate and analytically useful.

Cross-Functional Root Cause Analysis

• Collaborate with teams across Customer Service, Product, Online Merchandising, Logistics, Engineering, and other departments to investigate complex or systemic customer pain points.
• Help connect patterns in customer feedback to underlying process or system failures, distinguishing between short-term tactical fixes and longer-term structural improvements.
• Participate in cross-functional review meetings to present findings and support departments in developing corrective and preventive action plans.

Closing the Feedback Loop with Customers

• Conduct outbound customer follow-up via email or phone to acknowledge feedback, communicate the steps being taken to address concerns, and reduce the risk of customer churn.
• Represent the company with professionalism and empathy, reinforcing the message that customer feedback is valued and acted upon.

Data Analysis & Reporting

• Perform both quantitative and qualitative analysis of customer experience data, including NPS (Net Promoter Score), CSAT (Customer Satisfaction), and open-text survey responses.
• Identify and surface trends, recurring themes, and emerging issues through regular reporting delivered to program stakeholders.
• Support the production of monthly and ad hoc VOC reports and dashboards, contributing analysis that informs business-unit action plans.

Program Process Improvement

• Proactively identify inefficiencies or gaps in VOC team workflows and propose process improvements to enhance the speed, accuracy, and impact of the program.
• Contribute to the evolution of the VOC program's methodology, tools, and stakeholder engagement model as the program matures.

Desired Traits

Required

• Bachelor's degree in Data Analytics, Business, Communications, or a related field - or equivalent practical experience.
• Strong analytical mindset with the ability to draw meaningful conclusions from both structured data and unstructured text.
• Excellent written and verbal communication skills; comfortable engaging directly with customers and with senior internal stakeholders.
• Demonstrated ability to manage multiple workstreams, prioritize effectively, and follow through to resolution.
• Proficiency with Microsoft Excel (pivot tables, data cleaning, formulas, and chart creation).
• Collaborative working style with a track record of building productive relationships across departments.

Preferred / Nice to Have

• Hands-on experience with Qualtrics (survey design, ticketing workflows, dashboard & dataset configuration, or XM administration).
• Familiarity with Sigma or a comparable business intelligence / data visualization tool.
• Prior experience working within a ticketing or case-management system (e.g., Zendesk, Salesforce Service Cloud, Jira).
• Background in B2B manufacturing a plus
• Background in customer experience, customer service, or a VOC/NPS program.
• Exposure to e-commerce operations, order management, or supply chain environments - helpful context for understanding the types of pain points this role will encounter.

Physical Demands

• Sitting for extended periods of time
• Using a computer to execute core role functions

Pay and benefits

The compensation range for this position is $51,000 - $62,000 USD annually

We're actively seeking teammates who

• Bring diverse perspectives and experience to our culture and company.
• Excel at being part of a strong, empathetic team.
• Thrive in an environment emphasizing respect, honesty, collaboration, and growth.
• Have an 'always learning' mindset that celebrates learning, not just wins.
• Help us continue to build a world-class organization that values the contributions of all of our teammates

We encourage applications from members of underrepresented groups, including but not limited to women, members of the LGBTQ community, people of color, people with disabilities, and veterans.