Director, Voice of the Customer (VOC)

Director, Voice of the Customer (VOC) Auris Partners, LLC - 2.6 Oklahoma City, OK Job Details Full-time 10 hours ago Benefits Commuter assistance Paid parental leave Health savings account Paid holidays Disability insurance Health insurance Dental insurance Flexible spending account Paid time off Parental leave Employee assistance program Vision insurance Employee discount Paid sick time Pet insurance Qualifications Program design Web-based survey tools Customer retention strategy Text mining tools Team leadership Qualtrics Salesforce Cloud Sentiment analytics Digital survey tools Leading team collaboration initiatives CRM system proficiency SaaS Cross-functional communication Full Job Description Job Description Summary of This Role What You'll Do We are seeking a Director of Voice of the Customer (VoC) to build and lead a comprehensive, insight-driven VoC strategy that goes far beyond surveys. This leader will unify customer feedback across structured and unstructured data sources to deliver a single, actionable view of the customer experience — driving improvements in retention, product experience, and customer lifetime value. 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 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 Key Responsibilities 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? Qualifications 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 What we offer Competitive compensation and performance incentives. Comprehensive benefits package. Collaborative, mission-driven culture with high visibility and impact. #auris

Pay 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 lasting impact on the communities it serves, Acrisure has pledged more than $22 million through its partnerships with Corewell Health Helen DeVos Children's Hospital in Grand Rapids, Michigan, UPMC Children's Hospital in Pittsburgh, Pennsylvania and Blythedale Children's Hospital in Valhalla, New York. Employee Benefits We also offer our employees a comprehensive suite of benefits and perks, including:

Physical Wellness:

Comprehensive medical insurance, dental insurance, and vision insurance; life and disability insurance; fertility benefits; wellness resources; and paid sick time.

Mental Wellness:

Generous paid time off and holidays; Employee Assistance Program (EAP); and a complimentary Calm app subscription.

Financial Wellness:

Immediate vesting in a 401(k) plan; Health Savings Account (HSA) and Flexible Spending Account (FSA) options; commuter benefits; and employee discount programs.

Family Care:

Paid maternity leave and paid paternity leave (including for adoptive parents); legal plan options; and pet insurance coverage. … and so much more! This list is not exhaustive of all available benefits. Eligibility and waiting periods may apply to certain offerings. Benefits may vary based on subsidiary entity and geographic location. Acrisure is an Equal Opportunity Employer. We consider qualified applicants without regard to race, color, religion, sex, national origin, disability, or protected veteran status. Applicants may request reasonable accommodation by contacting . Final candidates will be required to complete post-offer verification processes related to the role and in accordance with applicable laws.

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