Job Summary:The VoC Manager is responsible for collating and analyzing customer feedback and disseminating the analysis on a regular basis throughout the organization to drive action in response to the feedback.
Responsibilities:
This position will work cross functionally and take a research-based approach to identify and build processes to ensure that our member’s voice and feedback is central to decision making across the entire organization. Key responsibilities include reporting insights and guiding data-driven decisions. This role will be innovative, data-focused, and passionate about improving the customer experience and fostering customer loyalty.
This role is pivotal in helping us better understand why members stay or leave, identifying actionable insights, and providing data to support strategies to improve customer retention.
Performance Outcomes
• Customer Insights Leadership
- Design and implement comprehensive VoC approaches to collect, analyze, and translate customer contacts and feedback across multiple touchpoints.
• Data Analysis
- Leverage advanced analytics tools (Tableau, Snowflake, and other AI related tools) to identify trends, uncover root causes, and provide actionable insights. Integrate and analyze AI-driven data sources to enhance understanding of member behaviors and preferences.
• Stakeholder Collaboration
- Work closely with cross-functional teams, including Product, Marketing, Operations, and Customer Care, to integrate findings into strategic initiatives.
• Reporting
- Develop clear, impactful reports and dashboards to communicate VOC insights to executives and stakeholders.
- Communicate findings and insights through reports, presentations, and visual storytelling to both technical and non-technical audiences.
- Monitor key performance indicators (KPIs) and Objectives and Key Results (OKRs) related to an improved customer experience and customer attrition, retention and churn.
• Customer Advocacy
- Serve as the voice of the customer within the organization, advocating to influence decisions to align with customer needs and expectations.
Education, Knowledge, and Experience
· • Bachelor’s degree in business, marketing, analytics, data science, math, or a related field (preferred but not required if equivalent experience is demonstrated).
• 3+ years of experience in VoC management, customer experience strategy, customer analytics, or a similar role, preferably in a subscription-based or service industry.
• Strong proficiency in data analytics tools and platforms (e.g., Excel, Tableau, Snowflake, or similar).
• Proven experience in designing and executing VoC programs, including survey development and analysis.
• Excellent analytical and problem-solving skills with the ability to translate data into actionable insights.
• Knowledge of customer satisfaction metrics and methodologies, including NPS (Net Promoter Score), CSAT (Customer Satisfaction), and CES (Customer Effort Score)
• Working understanding of AI-driven data sources and tools for analyzing behavioral or predictive data, with no requirement to write AI code.
• Excellent communication skills, including the ability to explain complex data concepts to non-technical audiences.
• Self-starter with a collaborative mindset and the ability to manage multiple priorities.
• Positive professional attitude and team player.
Additional Information:Location:Ada
Department:9125 Office of COO
Time Type:Full time
Commitment to Equal Opportunity
PPLSI conforms to all the laws, statutes, and regulations concerning equal employment opportunities. We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, status as a protected veteran, and basis of disability or any other federal, state or local protected class. We prohibit retaliation against individuals who bring forth any concerns, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any concerns or otherwise oppose discrimination.
If you require a reasonable accommodation to complete the application process, please contact Human Resources at: [email protected].
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What We Do
We create services that protect and empower people. Our vision is to build a better world where access to justice and security is equal for every human — regardless of gender, race, orientation, education, social status, or personal wealth. PPLSI enables everyone to pursue their life – to worry less and live more – without the fear that a legal or privacy issue might bring it all crashing down.
Our Mission
PPLSI protects and empowers people with the tools and services needed to affordably live a just and secure life.
Real Impact
PPLSI is making a difference in the lives of our members. Through affordable legal services, we recovered and saved our members over $22 million in 2020. With our privacy and identity theft protection services, we saved our members an additional $5,000,000. With more than 1.8 million family members and 100,000 small business members, PPLSI brands provide access to technology and professional experts to make life better.
Disrupting Justice
We innovate and disrupt the traditional legal system – an expensive, complicated, and time-consuming system to make legal access simple, easy and affordable.
In the same way that Uber forever changed the transportation industry, Amazon created a new way to shop for everyday goods and Netflix changed how people consume TV shows and movies; PPLSI is the disruptive force providing millions of people with access to the legal and identity protection services they deserve.
