Voice of the Customer Senior Advisor
Boomi is the platform for intelligent connectivity and automation. Connect everyone to everything, anywhere.
Job Description
The role:
We’re looking for someone to lead customer research projects and guide our Voice of the Customer program. In this role, you will conduct research, identify trends and patterns in customer feedback, and recommend actionable solutions to enhance the overall customer experience. You will also collaborate closely with cross-functional teams to ensure that customer feedback is incorporated into product development and business strategies. We’re looking for someone self-motivated who takes initiative and gets things done.
This role requires strong analytical skills, knowledge of mixed research methods, experience with Qualtrics, and top-notch communication skills.
You will:
- Conduct interviews, write and build surveys, and provide cross-functional guidance on survey and interview best practices
- Analyze qualitative data to look for sentiment and themes, incorporating quantitative analyses as needed
- Develop quarterly executive-level presentations on key themes and recommended actions
- Manage customer research projects end-to-end (design, recruiting, data collection, and analysis)
- Build, design, and manage surveys and listening posts within Qualtrics as well as manage multiple XM directories
- Coach other employees on survey design and customer research
- Aggregate voice of the customer data across the company and make it visible, accessible, and useful (e.g., via dashboards, presentations, internal websites)
- Align data collection and metrics to business and strategic needs
- Develop and maintain cross-functional close-the-loop processes (inner and outer loop)
- Drive accountability across Boomi for considering and acting on customer feedback
Requirements:
- Proven ability to "figure it out" and adapt to new challenges; we’re looking for someone who can roll up their sleeves, tackle challenges, and solve problems independently
- Ability to understand strategic questions, formulate relevant hypotheses, and effectively analyze and visualize both qualitative and quantitative data
- Ability to collect and analyze qualitative data through interviews & surveys
- Ability to build, design, and manage surveys and listening posts in Qualtrics and to manage multiple XM directories
- Experience conducting structured, rigorous qualitative research
- Ability to develop effective executive-level communications
- Previous customer insight work (for example, collecting/managing NPS data, customer journey mapping, or surveys)
- 5+ years' relevant experience
Even better if you have:
- Experience in a highly technical, B2B environment
- CCXP or similar qualification preferred
- Knowledge and experience in the Integration Platform as a Service (iPaaS) market
- Relevant college or graduate degree
- MBA and/or experience in management consulting
The role:
We’re looking for someone to lead customer research projects and guide our Voice of the Customer program. In this role, you will conduct research, identify trends and patterns in customer feedback, and recommend actionable solutions to enhance the overall customer experience. You will also collaborate closely with cross-functional teams to ensure that customer feedback is incorporated into product development and business strategies. We’re looking for someone self-motivated who takes initiative and gets things done.
This role requires strong analytical skills, knowledge of mixed research methods, experience with Qualtrics, and top-notch communication skills.
You will:
Conduct interviews, write and build surveys, and provide cross-functional guidance on survey and interview best practices
Analyze qualitative data to look for sentiment and themes, incorporating quantitative analyses as needed
Develop quarterly executive-level presentations on key themes and recommended actions
Manage customer research projects end-to-end (design, recruiting, data collection, and analysis)
Build, design, and manage surveys and listening posts within Qualtrics as well as manage multiple XM directories
Coach other employees on survey design and customer research
Aggregate voice of the customer data across the company and make it visible, accessible, and useful (e.g., via dashboards, presentations, internal websites)
Align data collection and metrics to business and strategic needs
Develop and maintain cross-functional close-the-loop processes (inner and outer loop)
Drive accountability across Boomi for considering and acting on customer feedback
Requirements:
Proven ability to "figure it out" and adapt to new challenges; we’re looking for someone who can roll up their sleeves, tackle challenges, and solve problems independently
Ability to understand strategic questions, formulate relevant hypotheses, and effectively analyze and visualize both qualitative and quantitative data
Ability to collect and analyze qualitative data through interviews & surveys
Ability to build, design, and manage surveys and listening posts in Qualtrics and to manage multiple XM directories
Experience conducting structured, rigorous qualitative research
Ability to develop effective executive-level communications
Previous customer insight work (for example, collecting/managing NPS data, customer journey mapping, or surveys)
5+ years' relevant experience
Even better if you have:
Experience in a highly technical, B2B environment
CCXP or similar qualification preferred
Knowledge and experience in the Integration Platform as a Service (iPaaS) market
Relevant college or graduate degree
MBA and/or experience in management consulting
