Voice of the Customer Specialist

Summary

Join Nextech, a leader in specialty healthcare technology solutions, as a Voice of the Customer (VoC) Specialist to build and own their VoC program from the ground up. This strategic and analytical role requires a data-driven professional who can translate customer insights into meaningful business actions. You will design and implement a VoC framework to capture, analyze, and act on customer feedback, ensuring a customer-centric approach across all Client Experience functions. As the VoC Specialist, you will develop feedback loops to provide insights into customer satisfaction, pain points, and opportunities for improvement. You will work closely with cross-functional teams to embed the customer's voice into product decisions, service improvements, and overall business strategy. Your ability to synthesize qualitative and quantitative feedback, present actionable recommendations, and drive continuous improvement will be crucial in enhancing the overall customer experience.

Requirements

• 3+ years of experience in Voice of the Customer, Customer Experience, Data Analytics, or a related field within SaaS, healthcare, or technology
• Strong analytical skills with the ability to interpret customer data and extract actionable insights
• Experience with customer feedback tools (e.g., Medallia, Qualtrics, SurveyMonkey, Zendesk, etc.)
• Proficiency in data visualization tools (e.g., Tableau, Power BI) and CRM platforms (e.g., Salesforce)
• Excellent communication and storytelling skills—able to translate data into compelling narratives
• Passion for customer advocacy and a deep understanding of customer experience best practices
• Ability to work cross-functionally and influence stakeholders at all levels
• Self-starter who thrives in a fast-paced, high-growth environment

Responsibilities

• Develop and Own the VoC Program: Design and implement a comprehensive VoC strategy, including feedback collection methods, analysis frameworks, and reporting structures
• Data Collection & Analysis: Gather and analyze customer feedback from multiple sources (surveys, customer interactions, NPS, CSAT, online reviews, etc.) to identify trends and insights
• Stakeholder Collaboration: Work closely with Implementation, Customer Support, Client Success, Consulting, and Business Operations teams to translate customer insights into actionable improvements
• Customer Journey Insights: Map and analyze customer experiences across key touchpoints to uncover opportunities for enhancing engagement and satisfaction
• Reporting & Communication: Create dashboards, reports, and presentations that summarize key customer insights and recommendations for leadership and cross-functional teams
• Advocate for Customer-Centricity: Partner with internal teams to ensure customer feedback influences product development, process improvements, and service enhancements
• Close the Feedback Loop: Establish mechanisms to follow up with customers on their feedback and demonstrate how their insights drive change

Benefits

• Generous annual bonus opportunity
• 401(k) with Employer Match
• Flexible Time Off: take time off when you need it without worrying about available hours
• 10 paid holidays + 1 floating holiday
• Volunteer Time Off
• Insurance: Choice of Medical, Dental, and Vision plans
• Health Savings Account with employer match
• Flexible Spending Account
• 100% Company-Paid Parental leave
• 100% Company-Paid Life Insurance and Short/Long Term Disability Insurance
• Wellness Program including discounts on medical premiums
• Employee Assistance Program with free counseling sessions available
• Corporate Discounts on Retail, Travel, and Entertainment
• Pet Insurance options