VoC Program Lead - Customer Experience & Insights

Dun-; Florham Park (NJ); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Generous paid time off

Parental leave (16 weeks)

Volunteer days & donation matching

401k with company matching

Health & wellness benefits

Medical, dental & vision insurance

Job summary

Dun & Bradstreet in New Jersey is seeking a Customer Experience Program Manager to lead and scale enterprise VoC initiatives, turning customer feedback into strategic insights. You will work cross-functionally with Product, Sales, Operations, and Technology to design listening programs, govern surveys, and deliver dashboards that track KPIs and drive performance improvements across the business.

The role requires 5–8 years of experience, expertise in Qualtrics, and a proven ability to translate

Qualifications

• Bachelor’s degree in Business Administration, Marketing, or related disciplines.
• 5–8 years of experience in customer experience, VoC, customer insights, survey program management, analytics, or a related field.
• Qualtrics administrator and power-user experience across Engage, Workflows, XM Directory, integrations, and automations.
• Experience with Salesforce, Gainsight, or comparable platforms.
• Experience with data and reporting platforms like Power BI and Google Cloud.

Responsibilities

• Support the execution and optimization of Voice of the Customer programs aligned with corporate priorities.
• Design and implement customer listening programs, including relational NPS, touchpoint, and journey surveys.
• Partner with Go-to-Market, Product, Operations, Technology, and Sales teams to integrate customer experience into operating models.
• Maintain survey governance, metadata standards, taxonomy structures, and data quality across listening programs.
• Create and maintain dashboards and reports that support stakeholders, KPI tracking, and business priorities.
• Analyze customer feedback and operational data to identify trends, opportunities, and risks, and provide actionable recommendations.

Skills

Voice of the Customer

Cross-functional collaboration

Customer insights analytics

Project management

Education

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

Tools

Qualtrics

Salesforce

Gainsight

Power BI

Google Cloud Platform

Excel

XM Directory

Job description

Dun & Bradstreet in New Jersey is seeking a Customer Experience Program Manager to lead and scale enterprise VoC initiatives, turning customer feedback into strategic insights. You will work cross-functionally with Product, Sales, Operations, and Technology to design listening programs, govern surveys, and deliver dashboards that track KPIs and drive performance improvements across the business.

The role requires 5–8 years of experience, expertise in Qualtrics, and a proven ability to translate