VoC & CX Program Lead — Data-Driven Insights

Dun & Bradstreet, Inc.; Florham Park, Northern (NJ, KY); Hybrid; USD 95,000 - 130,000; Full time

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.

Skills

Qualtrics administrator

Salesforce experience

Gainsight experience

Power BI

Google Cloud Platform

XM Directory

Engage (Qualtrics)

Workflows (Qualtrics)

Microsoft Office

AI tools / NLP

Education

Bachelor’s degree in Business Administration, Marketing, or related disciplines

Tools

Salesforce

Gainsight

Power BI

Google Cloud Platform

XM Directory

Engage (Qualtrics)

Workflows (Qualtrics)

Job description

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.