Voice of Customer Program Lead

What You’ll Work On

Orchestration & Infrastructure

• Design and implement a centralized approach for collecting, connecting and managing customer feedback data at scale
• Streamline and standardize listening posts, surveys, and tools across the customer lifecycle
• Own the full feedback loop — from collection to insight to follow-up, operationalizing how we close the loop with customers when feedback leads to change
• Build and maintain a centralized dashboard and insights portal, ICP server, and other “ways in” to increase accessibility and usage of VoC insights across the enterprise
• Ensure VoC outreach to customers is coordinated and respectful, increases customer obsession, and focuses on collecting data that will be used to inform decisions
• Partner cross-functionally (including with Revenue, Data & Analytics, and others) to build scalable infrastructure

Cross-Functional Collaboration & Influence

• Build a deep understanding of existing approaches to incorporating customer feedback into functional ways of working, then design an approach to transform those approaches into a cross-functional governance model, testing and learning to bring it to life
• Partner with product managers, CSO leaders, marketers, and other stakeholders to embed VoC insights in roadmaps and ops, and advocate for VoC inputs in planning and prioritization forums
• Establish governance to ensure consistent, cross-org feedback accountability
• Evangelize customer-centricity across the org, contributing to a culture that values insight-driven work

Storytelling & Insight Synthesis

• Aggregate and analyze feedback from diverse sources (surveys, interviews, support tickets, sales calls, etc.)
• Apply structured taxonomy and tagging to surface trends and root causes
• Craft compelling insight narratives for cross-functional and executive audiences
• Translate feedback into prioritized opportunities that shape product, policy, and service design

Measuring Success & Continually Improving

• Define, socialize, and program an approach to measuring the impact and effectiveness of the Justworks VoC program
• Track and report on the business impact of VoC-driven changes
• Build a program to regularly reflect on what’s working, what’s not, and how to continuously improve VoC to best serve our internal stakeholders and our customers

How You Will Do Your Work

You’ll be a good fit if you’re a connector and a translator — able to bridge the gaps between what customers are saying and what internal teams need to hear.

You thrive in environments where ownership is high, structure is emergent, and collaboration is essential. You’re energized by bringing order to ambiguity, and by making complex systems work better for real people — inside and outside the company. You believe that customer insights should shape strategy, not just validate it.

Success in this role in year 1 will look like:

• A shared, standardized VoC infrastructure and taxonomy in place
• Feedback collected at key journey moments with minimal duplication or fatigue
• Clear insight-to-action loops tied to strategic priorities, with measurable impact on customer outcomes
• Cross-functional teams regularly using VoC data to inform decisions
• Greater visibility and accountability for the voice of the customer across the org

Qualifications

• 7+ years of experience in customer insights, user research, CX strategy, or VoC programs
• Demonstrated success leading complex, cross-functional initiatives — aligning multiple teams around shared goals without formal authority
• Passion for solving knotty, ambiguous problems at scale — and designing systems that work across silos
• Strong mix of strategic thinking and operational execution: you can zoom out to design frameworks and zoom in to manage workflows
• Comfort working with both quantitative and qualitative feedback, and with tools like Qualtrics, Medallia, Typeform, Looker, or equivalent
• At least a basic understanding of SQL; more advanced knowledge is a very nice to have
• Comfortable navigating data warehousing, querying and visualization tools like Snowflake, Redash, and Tableau
• Excellent communication and storytelling skills — especially when translating messiness into clarity
• Familiarity with customer lifecycle models, journey mapping, or experience analytics is a plus