Voice of the Customer Program Specialist

in Los Angeles, CA

Voice of the Customer Program Specialist Job

Job Description Job Attributes+

  • Job ID


  • Req #


  • Job Location

    Los Angeles, CA 90013, US

  • Job Category

    Customer Service

  • Build a VOC program in pursuit of advocating, evangelizing and leveraging insights to improve our customers’ journey and overall experience.
  • Expert in service recovery and bringing issues to resolution.
  • Manage customer and employee feedback collection, and leverage and unify feedback modalities (surveys, customer verbatim, focus groups, social media, etc.) to create a more reliable and sensitive customer feedback signal.
  • Analyze data sets to integrate information and identify trends that result in actionable insights for improvement in operations, service delivery and customer experience.
  • Collaborate with the wider organization to build a VOC strategy around a single customer-focused metric (NPS, CSAT, or/and Customer Effort Score - CES).
  • Partner with Analytics CXI member to build a CX issue-to-solution reactive and predictive model.
  • Create specific recommendations and action plans to drive product, people and process improvement strategy across every customer touchpoint.
  • Lead a VOC Steering Committee of cross-functional partners to identify and implement optimal solutions in the areas identified as greatest impact through the lens of the customer.
  • Support program management, process improvement and experience design across the CXI team by representing VOC.
  • Ensure strong reporting capability on performance, understanding and communicating the story through a robust set of metrics and data visualization.
  • Serve as the organizational expert in best practices for VOC and Customer-Centricity and establish industry benchmarking.
  • Communicate feedback, challenges, roadblocks, insights and best practices effectively and concisely to appropriate audiences and stakeholders.
  • Consistently enable the success of Net Promoter System (NPS) behaviors with front-line and leadership by creating and distributing regional NPS activity engagement, execution and impact reports.
  • Highly respected team player/learner and a collaborative worker.  Possesses a strong desire and ability to rapidly learn and apply the principles of lean and change management.
  • Strategic thinker with analytical and problem-solving experience to assess, analyze, troubleshoot, and resolve customer issues and pain points.
  • Experience to work/build relationships with cross-functional teams with ease, delivering impact consistently through seamless communication, influencing teams towards achieving goals.
  • Experience defining and tracking metrics and implementing VOC programs to improve operational performance and customer experience.
  • Experience leading data-driven projects and communicating the results of analysis and insights to technical and non-technical audiences.
  • Expert-level oral and written communication skills with a proficiency in writing, editing, proofreading, and formatting of user-friendly, customer-ready materials.
  • Self-motivated and disciplined, with capacity to work on multiple priorities in a fast-paced, dynamic environment and within time constraints.
  • Skilled in teaching VOC improvement concepts and principles to diverse audiences from senior management to frontline staff.
  • Exposure to cross-cultural audiences, and global and cultural awareness.
  • Highly proficient in all applications of Microsoft Office, with an emphasis on Excel, Powerpoint, Visio, Word and Outlook.
  • Highly competitive base pay
  • Comprehensive medical, dental and disability benefits programs
  • Group retirement savings program
  • Health and wellness programs
  • A culture that values opportunity for growth, development, and internal promotion

CRH Americas is an Affirmative Action and Equal Opportunity Employer.

 EOE/Vet/Disability--If you want to know more, please click on this link

C.R. Laurence Co., Inc. (CRL) is an E-Verify Employer.

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