Head of Voice of the Customer

monday.com; Greater London; On-site; GBP 100,000 - 130,000; Full time

Job summary

A leading SaaS company is seeking a Head of Voice of the Customer (VoC) to drive enterprise customer insights into actionable product strategies. The ideal candidate will lead a team dedicated to understanding complex customer needs and integrate this feedback into the product roadmap. Responsibilities include establishing VoC strategy, collaborating with cross-functional teams, and leveraging analytical skills to influence product development. This role demands a strong focus on customer-centricity and exceptional leadership.

Qualifications

• 7+ years in Voice of Customer or Customer Experience roles.
• 3+ years leading teams.
• Expertise in VoC programs focusing on enterprise customers.

Responsibilities

• Define and champion the VoC strategy.
• Lead and develop VoC operations and insights analysis team.
• Partner with cross-functional teams to integrate customer insights.

Skills

Leadership

Analytical skills

Communication

Customer-centricity

Collaboration

Education

Bachelor's degree in Business, Marketing, or related field

Master's degree (preferred)

Tools

Qualtrics

Medallia

Gainsight

Salesforce

Job description

Description

We are seeking a strategic Head of Voice of the Customer (VoC) to transform enterprise customer insights into product direction and business decisions. This role will lead efforts to capture the complex needs of our enterprise customers and ensure their challenges directly shape our product roadmap. The ideal candidate will have both a product and customer background in SaaS organizations.

About The Role

Responsibilities

Strategic Leadership & Vision

• Define and champion the VoC strategy, ensuring enterprise customer insights directly impact product development and business outcomes
• Establish a culture of customer-centricity with particular focus on understanding complex enterprise environments
• Develop vision for integrating sophisticated customer needs into product strategy

Enterprise Customer Insights & Product Influence

Gathering Enterprise Feedback:

• Build robust processes for capturing enterprise customer feedback across all touchpoints (surveys, executive interviews, user testing, support interactions, field insights)
• Design specialized approaches for understanding complex, multi-stakeholder enterprise requirements
• Surface & see through nuanced enterprise challenges and opportunities

Driving Product Impact:

• Synthesize complex enterprise insights into compelling narratives for product, engineering, and leadership teams
• Translate multi-layered enterprise needs into clear product recommendations and feature prioritization
• Quantify business impact of addressing enterprise customer challenges
• Facilitate deep collaboration sessions that embed enterprise insights into product development

Closing the Loop:

• Establish channels to demonstrate how enterprise feedback influences product strategy and roadmap
• Build trust with enterprise customers through transparent communication about product evolution

Team Leadership

• Lead and develop a small team of VoC operations and insights analysis
• Foster data-driven, collaborative environment focused on enterprise customer understanding
• Manage resource allocation to prioritize enterprise insights initiatives

Cross-Functional Partnership

• Partner with Product, Engineering, Sales, and Customer Success to embed enterprise insights across the organization
• Act as key liaison between enterprise customers and internal teams

Requirements

Qualifications

• Bachelor's degree in Business, Marketing, UX Research, or related field; Master's preferred
• 7+ years in Voice of Customer, Customer Experience, or Product Management, with 3+ years leading teams
• Proven expertise designing VoC programs with focus on enterprise customer complexity
• Strong analytical skills to interpret complex enterprise data and translate into actionable insights
• Excellent communication and storytelling abilities that influence product strategy
• Experience with VoC platforms (Qualtrics, Medallia, Gainsight, Salesforce)
• Deep understanding of enterprise customer environments and product development lifecycles
• Exceptional leadership skills with passion for advocating complex customer needs