[Remote] Design Researcher (Voice of Customer))

Note: The job is a remote job and is open to candidates in USA. Servsys Corporation is seeking a Product/Interface Designer - II to develop and lead the Voice of Customer (VOC) strategy. The role involves designing comprehensive research programs, analyzing customer feedback, and collaborating with cross-functional teams to enhance customer experience. Responsibilities • Design and execute comprehensive VOC research programs, including surveys, interviews, focus groups, and analysis of unsolicited feedback (e.g., social media, support calls). • Define research objectives, methodologies, and KPIs to measure customer satisfaction, loyalty, and experience. • Oversee the collection, consolidation, and analysis of customer feedback data from multiple sources, such as SurveySparrow. • Analyze VOC data to identify trends, pain points, and opportunities for improvement. • Synthesize findings into clear, actionable insights and present recommendations to stakeholders through compelling monthly reports and quarterly presentations. • Monitor the impact of implemented changes and maintain a feedback loop for continuous improvement. • Collaborate with cross-functional teams (product, design, marketing, commercial sales) to ensure customer insights inform decision-making and product development. • Build relationships across the organization to champion customer-centricity and secure buy-in for VOC initiatives. • Manage VOC program operations, including survey design, participant recruitment, and data quality assurance. • Lead and mentor a team of researchers, fostering best practices in generative and evaluative research. • Ensure compliance with ethical standards and regulatory requirements. Skills • Design and execute comprehensive VOC research programs, including surveys, interviews, focus groups, and analysis of unsolicited feedback (e.g., social media, support calls). • Define research objectives, methodologies, and KPIs to measure customer satisfaction, loyalty, and experience. • Oversee the collection, consolidation, and analysis of customer feedback data from multiple sources, such as SurveySparrow. • Analyze VOC data to identify trends, pain points, and opportunities for improvement. • Synthesize findings into clear, actionable insights and present recommendations to stakeholders through compelling monthly reports and quarterly presentations. • Monitor the impact of implemented changes and maintain a feedback loop for continuous improvement. • Collaborate with cross-functional teams (product, design, marketing, commercial sales) to ensure customer insights inform decision-making and product development. • Build relationships across the organization to champion customer-centricity and secure buy-in for VOC initiatives. • Manage VOC program operations, including survey design, participant recruitment, and data quality assurance. • Lead and mentor a team of researchers, fostering best practices in generative and evaluative research. • Ensure compliance with ethical standards and regulatory requirements. Company Overview • Servsys Corporation. is a Cisco Premier Partner with Specializations in Cloud, Advanced Data Center, Enterprise Networks & Security Architectures. It was founded in 2011, and is headquartered in Irving, Texas, USA, with a workforce of 51-200 employees. Its website is Apply tot his job Apply tot his job