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Director, Voice of the Customer (VOC)

External

Acrisure · Oklahoma City, OK

Full-timeOn-siteToday

Data AnalysisData ModelingLeadershipNLPPayrollPower BI

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Responsibilities

The ideal candidate is both a strategist and operator: someone who can design a world-class VoC program while also getting hands-on with programming, data, text analytics, and cross-functional activation.
What Success Looks Like (First 6-12 Months)
A unified VoC ecosystem integrating survey and non-survey data sources

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Partnering with Analytics team to define a clear, trusted view of top drivers of satisfaction, dissatisfaction and churn

Closed-loop feedback processes embedded across Customer Success and Support

Measurable impact on retention, NPS, and customer effort

Executive team actively using VoC insights to drive decisions

Enterprise VoC Strategy & Program Leadership

Design and scale a holistic VoC program that integrates surveys, operational and behavioral data, and unsolicited feedback

Establish VoC as a core business system influencing Operations, Product, Customer Success, and Sales

Define governance, operating cadence, and closed-loop processes across the organization

Beyond Surveys: Multi-Channel Insight Generation

Lead survey strategy using Qualtrics, including NPS, CSAT, onboarding, and lifecycle feedback

Ensure surveys are only one input-not the program itself

Integrate and analyze unstructured feedback from:

Salesforce (case notes, customer interactions, churn reasons)

Genesys (call transcripts, sentiment, support themes)

Pendo (in-product/app feedback, usage signals)

External sources (G2, app reviews, social channels, etc.)

Text Analytics & Insight Development

Deploy and optimize text analytics/NLP tools to extract themes, sentiment, and root causes from large volumes of unstructured data

Identify leading indicators of satisfaction, churn, dissatisfaction, and expansion opportunities

Synthesize quantitative and qualitative insights into clear, prioritized business actions

Closed-Loop Feedback & Actionability

Enforce execution of closed-loop processes at scale

Ensure insights are translated into action plans with clear ownership and accountability

Executive Reporting & Storytelling

Deliver compelling, insight-driven narratives-not just dashboards

Elevate VoC insights to the executive level to inform strategic decisions

Standardize and evolve KPIs (NPS, CSAT, CES, sentiment, effort, etc.) to reflect true customer health

Cross-Functional Influence

Partner closely with Operations, Customer Experience, Product, Customer Success, and Sales

Influence roadmap prioritization using customer evidence

Act as the voice of the customer in strategic planning discussions

What Are We Looking for in this Role?

Requirements

10+ years in Voice of the Customer, Customer Experience, Insights, or related roles
Proven experience building and scaling VoC programs in a SaaS environment
Deep hands-on experience with Qualtrics and its integration with Salesforce
Strong expertise in text analytics and unstructured data analysis (NLP, sentiment analysis, thematic coding)
Experience working with customer interaction and product data platforms such as Genesys and Pendo
Strong understanding of SaaS customer lifecycle, churn drivers, and retention strategies
Demonstrated ability to influence senior leaders and drive cross-functional change
What are our Desired Skills and Capabilities?
Experience in payroll, HR tech, or SMB-focused SaaS businesses
Familiarity with BI tools (e.g., Power BI) and data modeling concepts
Experience linking VoC insights directly to financial outcomes (retention, expansion, LTV)
Background in customer journey mapping and service design
Experience implementing or scaling AI-driven analytics tools

Benefits

Competitive compensation and performance incentives.Comprehensive benefits package.Collaborative, mission-driven culture with high visibility and impact .#aurisPay Details:The base compensation range for this position is $1 - $2. This range reflects Acrisure's good faith estimate at the time of this posting. Placement within the range will be based on a variety of factors, including but not limited to skills, experience, qualifications, location, and internal equity.Candidates should be comfortable with an on-site presence to support collaboration, team leadership, and cross-functional partnership.Why Join Us:At Acrisure, we're building more than a business, we're building a community where people can grow, thrive, and make an impact. Our benefits are designed to support every dimension of your life, from your health and finances to your family and future.Making a laHealth insuranceEquity / stock options

Additional Information

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Director, Voice of the Customer (VOC) at Acrisure