VoC & CX Program Lead — Data-Driven Insights

Dun & Bradstreet, Inc.

Florham Park, Northern (NJ, KY)

Hybrid

USD 95,000 - 130,000

Full time

4 days ago

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Benefits offered by this job

Generous PTO

Parental leave (16 weeks)

Paid sick time

Education assistance

Volunteer days & donation matching

401k with company matching

Wellhub discounts

Medical/dental/vision insurance

Job summary

Dun & Bradstreet, Inc. seeks a Customer Experience Program Manager to scale enterprise VoC programs and translate feedback into business decisions.

You will design listening programs, govern surveys, and deliver dashboards that enable action across cross-functional teams. Work with Go-to-Market, Product, Operations, Technology and Sales to integrate insights into operating models, track KPIs, and identify risks and opportunities.

Qualifications

Bachelor’s degree in Business Administration, Marketing, or related field.
5–8 years in customer experience, VoC, analytics, or survey program management.
Qualtrics administrator and power-user across Engage, Workflows, XM Directory.
Experience with Salesforce, Gainsight, or similar CRM/CS platforms.
Experience with Google Cloud Platform, Power BI, and data reporting.
Familiarity with AI tools, text analytics, and NLP.
Willingness to travel internationally.

Responsibilities

Support the execution and optimization of VoC programs aligned with priorities.
Design and implement customer listening programs and surveys.
Partner with Go-to-Market, Product, Operations, Tech, and Sales to integrate CX.
Maintain survey governance, metadata standards, taxonomy, and data quality.
Create and maintain dashboards and reports for KPI tracking.
Analyze feedback and data to identify trends and risks; recommend actions.