Job Description
📋 Description Build and run the Voice of the Customer program to capture and act on feedback. Serve as liaison between Support, Product, Engineering, Safety to translate voice into insights. Develop deep knowledge of end-to-end customer journeys for key personas to pinpoint pain points. Design and implement processes to identify root causes and AI verbatim analysis. Drive data insights with analytics teams and prioritize customer-impacting issues. This role is primarily office-based with periodic travel to Aurora offices. 🎯 Requirements 8+ years in customer support, CX, or analytics; 4+ years leading VoC programs. Turn signals into prioritized insights that influence product and engineering decisions. Strong data analysis, verbatim/thematic analysis, taxonomy design, and AI insights tools. Excellent storytelling and executive communication; cross-functional influence. Experience building and leading a team in ambiguous, fast-paced environments. Desirable: CRM tools (Salesforce) familiarity and customer advocacy in technical/safety contexts. 🎁 Benefits Hybrid work environment; in-office at least 3 days/week. Opportunity to build and scale the VoC program. Collaborative, cross-functional teams with real impact. Travel to meet key stakeholders across Aurora offices.
