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Member Experience, Voice of Customer Senior Program Owner

Develop and implement an NPS program to gather feedback from ID.me members regularly.
Washington DC
Senior
$85,937 - 124,125 USD / year
3 months ago

✨ About The Role

- Develop surveys, questionnaires, and feedback mechanisms to capture customer sentiment and feedback - Generate reports, dashboards, and presentations to communicate findings and recommendations to stakeholders at all levels of the company - Monitor customer satisfaction trends over time and identify emerging issues or areas for improvement - Conduct root cause analysis to understand reasons for customer dissatisfaction and recommend actionable solutions - Design and implement an NPS program to regularly gather feedback from ID.me members

⚡ Requirements

- Experience in a relevant field such as Economics, Business, Mathematics, or other quantitative focus, with at least 4 years of experience in an analytical VOC role - Proficiency in survey platforms such as Qualtrics or Medallia, along with experience in survey design and strategy - Strong analytical and problem-solving skills to collect, organize, and analyze complex data for actionable insights - Ability to work autonomously, make independent decisions, and meet deliverables with minimal oversight - Strong interpersonal skills, including effective listening, written and verbal communication, and clear professional communication with others
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Member Experience, Voice of Customer Senior Program Owner
Washington DC
$85,937 - 124,125 USD / year
Product
About ID.me
The digital wallet that puts you in control