VoC Program Strategist Position Available In Miami-Dade, Florida

Hybrid in Miami, FL, 33131. 6 month W2 contract, Description The Voice of the Customer (VoC) Program Strategist/Manager, on the eCommerce Product Insights (ePI) team, is responsible for championing the voice of the customer across digital platforms. This role will be responsible for executing and enhancing a comprehensive VoC program that harnesses customer feedback to drive key opportunities for product optimization, research studies, and technical site issues to optimize the e-commerce journey. The ideal candidate is comfortable influencing roadmaps, communicating value across multiple audiences, working with product and development teams to implement changes, and delivering updates/results to senior audiences. Skills Technical support, Customer service, End user support, Data analysis, Reporting, Medallia, Qualtrics, Digital, Ux, Digital content, Support, Data, Customer feedback, insights, Content strategy Top Skills Details

• Proven experience (3-4 years) in a similar VoC or customer experience role, preferably within the eCommerce space
• Experience with customer feedback and/or digital analytics data
• Proficiency in VoC tools and platforms (e.g., Medallia, Qualtrics)

• PREFERRED

• Comfortable working across silos in the organization to manage interdependent complexities, roadblocks, milestones
• Knowledge of customer experience and analysis, and have experience deriving insights from customer surveys and other quantitative and qualitative sources of data
• Project management skills with the ability to manage multiple initiatives simultaneously
• A customer-centric mindset and a passion for enhancing the eCommerce experience Additional Skills & Qualifications
• Oversees the comprehensive VoC strategy and execution that aligns with eCommerce goals and customer experience objectives
• Oversees VoC team and coaches on reports, delivery, and extracting insights that support research, product, and site issue efforts
• Implement and manage a range of feedback channels, including surveys, sentiment analysis, etc. to capture the diverse voice of customers across digital touchpoints
• Responsible for distilling analysis into actionable recommendations to improve the eCommerce site and compile a backlog of experience improvement recommendations, in partnership with the VoC Analyst
• Owns the process of translating findings into actionable insights that influence decision making and business optimizations
• Serve as lead support in quantifying eCommerce customer opportunities (leveraged for roadmap & backlog development/influences sequencing) and measuring the impact of implemented feature solutions
• Partner closely with product teams to understand roadmaps; actively participates in planning across product & research teams, leveraging VoC to represent customer needs
• Leads the qualitative and quantitative data collection design and VoC survey strategy based on best practices for CX tool platforms, in partnership with the VoC Analyst A chance to work for one of the largest cruise brands in the country.

The client was the top performer in the US and has invested $Millions into developments for 2025. Opportunity to go on cruises through company work, and exposure to international opportunities. Large, reputable company. A leader in the cruise line industry. Fast-paced and energetic office life. Opportunities for free cruises. Room for growth and ability to grow a professional network.