VoC Program Lead - CX Insights & Qualtrics

Freshworks; California (MO); Hybrid; USD 166,000 - 205,000; Full time

Benefits offered by this job

Dental insurance

Medical insurance

Vision insurance

Disability insurance

Life insurance

Equity + ESPP

Flexible PTO

Flexible spending accounts

Commuter benefits

Wellness benefits

Adoption and parental leave

Job summary

Freshworks is seeking a Senior Program Manager to own VoC initiatives, manage Qualtrics-based surveys, and translate insights into product and CX strategies. You will collaborate with Product, Engineering, and Customer Adoption teams to drive a standardized feedback loop and insights-driven decisions.

The role requires 4+ years in program management and CX/VoC ownership, with hands-on Qualtrics experience. This is a hybrid position based out of our San Mateo, CA headquarters, with 3 days onsite

Qualifications

• 4+ years of Program Management experience.
• 3+ years of CX, Market Research, or Customer Insights with VoC ownership.
• Hands-on experience with Qualtrics (survey design, logic, dashboards, integrations) preferred.
• Qualitative research: focus groups and interviews have been conducted.
• Strong ability to translate data into narratives influencing Product, Eng, and Exec decisions.

Responsibilities

• Own, design, and optimize enterprise Qualtrics platform for customer surveys and feedback initiatives (NPS, CSAT, CES, onboarding).
• Collaborate with Product and Adoption teams to establish a standardized feedback process.
• Plan and execute focus groups, advisory boards, and interviews to gather insights.
• Create playbooks for pre- and post-survey outreach and enablement of customer-facing teams.
• Build executive dashboards and quarterly CX reporting to track metrics and ROI.

Skills

Program management

VoC / CX

Cross-functional collaboration

Data storytelling

Qualtrics experience

Education

Bachelor's degree in Business/Data Analytics/Marketing/Psychology

Tools

Qualtrics

ChurnZero

Job description

Freshworks is seeking a Senior Program Manager to own VoC initiatives, manage Qualtrics-based surveys, and translate insights into product and CX strategies. You will collaborate with Product, Engineering, and Customer Adoption teams to drive a standardized feedback loop and insights-driven decisions.

The role requires 4+ years in program management and CX/VoC ownership, with hands-on Qualtrics experience. This is a hybrid position based out of our San Mateo, CA headquarters, with 3 days onsite