Voice of Customer Lead

Job Posted 10/13/2022
Ent Credit Union
11550 Ent Parkway
Colorado Springs, CO
United States
Category Banking / Loans
Experience Required
Degree Required
Banking / Financial Services
$92,622.00 to $121,561.00 Per Year
Job Description

Ent is seeking an experienced, Voice of the Customer (VOC) Lead to support the needs of our rapidly growing business. This is a unique opportunity to further expand customer (member) listening posts across the business, enhance program maturity, and improve our customer experience to accelerate growth and enhance our members' financial quality of life.

You will have the opportunity to work cross-functionally to understand and dive deep into customer data to reduce decision risk, increase profitability, and inform the evolution of best-in-class experiences across touchpoints. A successful candidate will have direct, hands-on experience leveraging customer feedback to drive business results, excel in data exploration, analysis, and visualization, build relationships, and influence cross-functional stakeholders, at all levels of the organization.

Essential Functions:

  • Measure the customer (member) experience by managing multiple, ongoing, transaction, and relationship surveys. Expand listening posts to encompass all channels and product lines.
  • Analyze disparate data sources to identify data patterns and customer pain points including structured and unstructured customer research, external benchmarks, consumer demographics, and internal operational data. Leverage insights to provide actionable recommendations to improve customer experience via training opportunities, process improvements, product development, technology enhancements, etc. Link metrics to business performance and develop strategic action items that drive results.
  • Continuously identify, evaluate, enhance, and update relevant customer feedback data sources. Lead the evolution of the program as we progress from solicited to unsolicited feedback, and incorporate predictive and advanced analytics to support recommendations and measure impact.
  • Engage in dialogue with stakeholders to understand the root causes of customer feedback, and the impact of changes to the customer experience, aiding the interpretation of VOC insights.
  • Act as an enabler for customer experience activities - deliver best practices, tools, and guidance across the organization, and work in close collaboration with executives and internal partners to identify and prioritize customer experience projects.


Minimum Education Required for this Position:

  • Bachelor's Degree Bachelor's degree in Marketing, Research, Statistics, Math, or a similar field of study.
  • Master's Degree MBA (Preferred)

Minimum Work Experience Required for this Position:

  • 6+ years of experience in consumer insights, research, analytics, and strategy.
  • 3+ years partnering with stakeholders to develop actionable insights which enhance the customer experience and drive business results.

Each year of relevant work experience may be exchanged for a year in a relevant degree program or vice versa. For example, a requirement of "Knowledge Consistent with a Bachelor's Degree in Accounting and 2+ years of accounting experience? could be substituted for a High School Diploma and 6 years of relevant accounting work experience or a Master's Degree in Accounting and 0 years of work experience

Technical or Specialized Knowledge/Skills:

  • High empathy to see the world through the customers’ eyes. Acts as an advocate for our members and builds a customer-centric culture.
  • Experience completing an in-depth analysis of structured and unstructured data, identifying the root causes of customer issues/pain points, and making recommendations for training opportunities, process improvements, and/or technology enhancements.
  • Technical and operational understanding of the relationship and transactional VOC surveys and KPIs including NPS, CSAT, and CES, and leveraging insights in a closed-loop system.
  • Strong written and verbal communication skills with the ability to clearly articulate insights and implications to the business. Expertise in creating compelling presentations to communicate key findings and recommendations, and influence cross-functional stakeholders and senior management.

Certifications Required:

  • None

Environmental, Physical and Psychological Requirements

  • Standing - Occasionally
  • Walking - Occasionally
  • Sitting - Frequently
  • Lifting - Rarely (40 Lbs)
  • Carrying - Rarely
  • Pushing - Rarely
  • Pulling - Rarely
  • Balancing - Rarely
  • Stooping - Rarely
  • Kneeling - Rarely
  • Crouching - Rarely
  • Crawling - Rarely
  • Reaching - Occasionally
  • Handling - Occasionally
  • Grasping - Occasionally
  • Feeling - Occasionally
  • Talking - Frequently
  • Hearing - Frequently
  • Repetitive Motions - Frequently
  • Eye/Hand/Foot Coordination - Occasionally
  • Noises louder than normal speaking volume - Occasionally
  • Temperature Changes - Rarely
  • Atmospheric Conditions - Rarely

Additional Information

The salary range for this position is: $92,622 to $121,561 (I16).
This position is eligible for our corporate bonus program based on company performance.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)