The role is responsible for leading and scaling the enterprise Voice of the Customer (VoC) program across customer feedback channels like surveys, reviews, and contact center operations. This role translates customer signals into actionable, journey-level insights that enable the organization to make more customer-led decisions that drive growth, retention, and operational performance. In close partnership with the Strategy, Insights & Segmentation function, this role ensures customer feedback is consistently applied to improve donor journeys and overall experience design. Success in this role will be measured by the organization’s ability to translate customer feedback into meaningful experience improvements that drive retention, satisfaction, and operational effectiveness.
