Experience leading enterprise or global VoC/CX programs, customer insights platforms, analytics operating models or cross-functional transformation initiatives * Experience using customer insights to ...
Experience leading enterprise or global VoC/CX programs, customer insights platforms, analytics operating models or cross-functional transformation initiatives * Experience using customer insights to ...
Experience leading enterprise or global VoC/CX programs, customer insights platforms, analytics operating models or cross-functional transformation initiatives * Experience using customer insights to ...
Experience leading enterprise or global VoC/CX programs, customer insights platforms, analytics operating models or cross-functional transformation initiatives * Experience using customer insights to ...
... CX) survey metrics into a single, unified data strategy. * Synthesize Voice of Customer (VoC) and industry data: Build cohesive feedback loops that make customer and dealer sentiment and industry ...
... CX) survey metrics into a single, unified data strategy. * Synthesize Voice of Customer (VoC) and industry data: Build cohesive feedback loops that make customer and dealer sentiment and industry ...
... CX) survey metrics into a single, unified data strategy. Synthesize Voice of Customer (VoC) and industry data: Build cohesive feedback loops that make customer and dealer sentiment and industry ...
... CX) survey metrics into a single, unified data strategy. Synthesize Voice of Customer (VoC) and industry data: Build cohesive feedback loops that make customer and dealer sentiment and industry ...
... CX) survey metrics into a single, unified data strategy. * Synthesize Voice of Customer (VoC) and industry data: Build cohesive feedback loops that make customer and dealer sentiment and industry ...
... CX) survey metrics into a single, unified data strategy. * Synthesize Voice of Customer (VoC) and industry data: Build cohesive feedback loops that make customer and dealer sentiment and industry ...
Customer Experience Manager
Niles, MI · On-site
$90 - $120/hr
... Customer (VoC) into the Niles facility and beyond. The CXM will ensure training, conduct, and ... Manage, track and analyze CX team performance metrics to proactively address gaps and opportunities ...
Customer Experience Manager
Niles, MI · On-site
$90 - $120/hr
... Customer (VoC) into the Niles facility and beyond. The CXM will ensure training, conduct, and ... Manage, track and analyze CX team performance metrics to proactively address gaps and opportunities ...
Customer Experience Manager
Niles, MI · On-site
... Customer (VoC) into the Niles facility and beyond. The CXM will ensure training, conduct, and ... Manage, track and analyze CX team performance metrics to proactively address gaps and opportunities ...
Customer Experience Manager
Niles, MI · On-site
... Customer (VoC) into the Niles facility and beyond. The CXM will ensure training, conduct, and ... Manage, track and analyze CX team performance metrics to proactively address gaps and opportunities ...
... Customer (VoC) into the Niles facility and beyond. The CXM will ensure training, conduct, and ... Manage, track and analyze CX team performance metrics to proactively address gaps and opportunities ...
... Customer (VoC) into the Niles facility and beyond. The CXM will ensure training, conduct, and ... Manage, track and analyze CX team performance metrics to proactively address gaps and opportunities ...
Customer Experience Manager
Niles, MI · On-site
... Customer (VoC) into the Niles facility and beyond. The CXM will ensure training, conduct, and ... Manage, track and analyze CX team performance metrics to proactively address gaps and opportunities ...
Customer Experience Manager
Niles, MI · On-site
... Customer (VoC) into the Niles facility and beyond. The CXM will ensure training, conduct, and ... Manage, track and analyze CX team performance metrics to proactively address gaps and opportunities ...
Localizar y obtener la data necesaria (e.g., behavioral, VOC, transactional, demográfica) para la ... Conocimientos en UX y CX. * Conocimientos en Data Analysis. * Entendimiento de arquitectura de ...
Localizar y obtener la data necesaria (e.g., behavioral, VOC, transactional, demográfica) para la ... Conocimientos en UX y CX. * Conocimientos en Data Analysis. * Entendimiento de arquitectura de ...
Optimization Analyst
Detroit, MI · On-site
$279 - $558/hr
Localizar y obtener la data necesaria (e.g., behavioral, VOC, transactional, demográfica) para la ... Conocimientos en UX y CX. * Conocimientos en Data Analysis. * Entendimiento de arquitectura de ...
Optimization Analyst
Detroit, MI · On-site
$279 - $558/hr
Localizar y obtener la data necesaria (e.g., behavioral, VOC, transactional, demográfica) para la ... Conocimientos en UX y CX. * Conocimientos en Data Analysis. * Entendimiento de arquitectura de ...
Cx Voc information
What is a Cx Voc professional?
Cx Voc professionals, often referring to Customer Experience Voice of the Customer (VoC) specialists, are experts who gather, analyze, and act on customer feedback to improve products, services, and overall customer satisfaction. They use various tools and methodologies to collect insights from customer interactions, surveys, and data analytics. Their primary goal is to ensure that the customer's voice is heard throughout the organization, driving strategic improvements and fostering customer loyalty. Cx Voc roles are essential in helping companies deliver better experiences and remain competitive in their industries.
What are the key skills and qualifications needed to thrive as a Customer Experience (CX) Vocational Specialist?
To thrive as a Customer Experience (CX) Vocational Specialist, you need a strong understanding of customer service principles, experience in client-facing roles, and often a relevant vocational qualification. Familiarity with CRM software, customer feedback tools, and data analysis systems is typically required. Outstanding communication, problem-solving, and empathy help individuals excel in building positive customer relationships. These skills are crucial because they directly impact customer satisfaction, loyalty, and the overall reputation of the organization.
What are some common challenges faced by a Cx Voc professional and how can they be effectively addressed?
Cx Voc professionals, who focus on customer experience and voice of the customer initiatives, often face challenges such as gathering actionable feedback from diverse customer segments and driving cross-departmental collaboration to implement improvements. Another common hurdle is ensuring that insights lead to tangible changes rather than just reports. Overcoming these challenges involves leveraging digital feedback tools, fostering a culture of customer-centricity, and establishing clear communication channels with stakeholders across product, service, and support teams.
What is the difference between Cx Voc vs Customer Service Representative?
| Aspect | Cx Voc | Customer Service Representative |
|---|---|---|
| Required Credentials | Typically requires technical certifications or specialized training in customer experience tools | Usually requires high school diploma or equivalent; some roles prefer customer service training |
| Work Environment | Often in call centers, tech support, or customer experience departments | Primarily in call centers, retail, or office settings |
| Employer & Industry Usage | Used in tech, retail, and service industries focusing on customer experience optimization | Common across various industries for direct customer interaction |
| Search & Comparison Intent | People looking for specialized customer experience roles | People seeking general customer service jobs |
While both roles involve customer interaction, Cx Voc focuses on enhancing customer experience through specialized skills and tools, often requiring technical certifications. Customer Service Representatives handle direct customer inquiries and support, typically with less technical training. Understanding these differences helps job seekers find roles aligned with their skills and career goals.
What are popular job titles related to Cx Voc jobs in Michigan?
For Cx Voc jobs in Michigan, the most frequently searched job titles are:
What job categories do people searching Cx Voc jobs in Michigan look for?
The top searched job categories for Cx Voc jobs in Michigan are:
What cities in Michigan are hiring for Cx Voc jobs?
Cities in Michigan with the most Cx Voc job openings:
Full-time
Posted 19 days ago
Stellantis rating
7.5
Based on 131 frontline employees who took The Breakroom Quiz
13th of 45 rated automakers
Job description
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:
Basic Qualifications:
Preferred Qualifications:
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
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