Director, Voice of the Customer

Summary

Join Alma, a company simplifying access to affordable mental healthcare, as their Director, Voice of the Customer. You will lead the VoC strategy, expanding the current insights program, and using data to improve products and services. Collaborate with various teams to incorporate customer feedback into product development. The ideal candidate has 8+ years of experience leading an analytical function and strong data analysis skills, including SQL. You will create engaging programs to build customer awareness and empathy. Alma offers a remote-first work environment and a comprehensive benefits package.

Requirements

• 8+ years of work experience leading an analytical function such as Customer/User Insights, Product Operations, CX Operations, Voice of the Customer, etc
• Strong data reporting and data analytics skills, including SQL— writing basic functions like select statements, joining multiple tables, filtering, aggregates & case/when statements— with a proven ability to influence using data
• Experience conducting customer research, competitive analysis, and synthesizing product insights
• Track record of collaboration with cross-functional teams to solve complex customer challenges
• The ability to convey complicated and technical topics in simple, jargon-less, engaging formats— bonus points for experience creating multi-modal content to deliver compelling stories
• You have cultural humility, can build relationships across differences, and have excellent interpersonal communication skills

Responsibilities

• Create and lead a strategic Voice of the Customer program: establishing quantitative measurements that drive value and impact, synthesizing qualitative data into clear, actionable recommendations, and translating a deep understanding of our customers into strategic efforts that create exceptional customer experiences
• Nurture effective collaborative relationships across key stakeholders— shaping product and business strategy alongside these partners
• Create engaging programs that build customer awareness and empathy across the business— customer centricity is front-and-center through these programs
• Create a robust framework for customer feedback loops so that we’re consistently measuring, communicating, and actioning on what matters most
• Partner effectively with our data teams to build the data infrastructure required to make meaningful connections and insights about our customers’ experiences

Benefits

• Health insurance plans through Aetna (medical and dental) and MetLife (vision), including FSA and HSA plans
• 401K plan (ADP)
• Monthly therapy and wellness stipends
• Monthly co-working space membership stipend
• Monthly work-from-home stipend
• Financial wellness benefits through Northstar
• Pet discount program through United Pet Care
• Financial perks and rewards through BenefitHub
• EAP access through Aetna
• One-time home office stipend to set up your home office
• Comprehensive parental leave plans
• 11 paid holidays, 1 Alma Mental Health Day, and 1 Alma Volunteering Day
• Flexible PTO
• We’re a remote-first company