Senior Voice of Customer Marketing Consultant

Join our transformative initiative as we evolve into an agile, customer-centric organization driving comprehensive B2B digital transformation. In this pivotal role, you'll architect and implement sophisticated VoC strategies that incorporate customer feedback throughout the entire journey—influencing Marketing, Sales, and Service functions globally. Key Responsibilities - Design and develop a best-in-class Voice of Customer methodology and strategic approach that functions seamlessly across channels, departments, and geographical levels (Global, Regional, Local, and SBU). - Architect comprehensive systems for collecting and analyzing direct, indirect, and inferred customer feedback throughout the entire customer journey. - Consult on building a robust VoC capability, including developing priorities, roadmaps, blueprints, and KPI frameworks aligned with business objectives. - Create implementation strategies that optimize the VoC capability across multiple dimensions: Customer & Business needs, Organization & Way-of-Working, and Technology & Data infrastructure. - Transform customer insights into concrete CX improvements that drive digital customer experience coherence across all company channels. - Develop strategic approaches to increase engagement, conversion rates, and business growth through customer-centric improvements. - Guide the team on driving full adoption of VoC capabilities and standards across all Strategic Business Units, Markets, and Functions. - Provide expert consultation on senior stakeholder management and vendor relationships related to VoC initiatives. - Analyze customer feedback data using statistical methods to extract meaningful insights that inform business decisions. - Collaborate with cross-functional teams to ensure VoC insights are effectively translated into actionable improvements. Required Skills & Experience - Demonstrated expertise with customer experience metrics including Net Promoter Score (NPS), Customer Satisfaction (CSAT), Customer Effort Score (CES), and Net Satisfaction Score (NSS). - Proven track record designing and implementing strategic VoC approaches that deliver measurable business results. - Experience building VoC capabilities from concept to full organizational integration. - Strong analytical abilities with expertise in statistical analysis of customer feedback data. - Advanced project management skills with experience leading cross-functional initiatives. - Experience with modern VoC and CX platforms (e.g., Qualtrics, Medallia, Alchemer, CustomerGauge). - Knowledge of digital journey mapping and touchpoint optimization across B2B customer experiences. - Proven ability to work within agile, customer-centric organizational frameworks. - Familiarity with text analytics and sentiment analysis tools for unstructured feedback processing. - Experience integrating VoC data with CRM systems (like Salesforce, Microsoft Dynamics, or SAP). Nice to Have - Knowledge of data visualization tools (e.g., Tableau, Power BI, Looker) for presenting customer insights. - Experience with customer journey orchestration tools and methodologies. - Understanding of machine learning applications in customer insight analysis. - Certification in relevant CX methodologies (CCXP, CXPA). - Experience implementing VoC programs across diverse international markets. - Knowledge of regulatory requirements affecting customer data collection (GDPR, CCPA). Why Join Us? By joining our team, you'll have the unique opportunity to shape the future of our customer experience strategy from the ground up. You'll work with cross-functional teams across global markets, implementing customer-centric approaches that drive meaningful business growth. This role offers exceptional visibility with senior leadership and the chance to make a lasting impact on our organization's digital transformation journey.