Design Researcher (Voice of Customer))
Position : Product/Interface Designer - II Location : Remote/Michigan Duration : 6 months CTH Develop and Lead VOC Strategy: o Design and execute comprehensive VOC research programs, including surveys, interviews, focus groups, and analysis of unsolicited feedback (e.g., social media, support calls). o Define research objectives, methodologies, and KPIs to measure customer satisfaction, loyalty, and experience. o Oversee the collection, consolidation, and analysis of customer feedback data from multiple sources, such as SurveySparrow. • Insight Generation and Reporting: o Analyze VOC data to identify trends, pain points, and opportunities for improvement. o Synthesize findings into clear, actionable insights and present recommendations to stakeholders through compelling monthly reports and quarterly presentations. o Monitor the impact of implemented changes and maintain a feedback loop for continuous improvement. • Stakeholder Engagement: o Collaborate with cross-functional teams (product, design, marketing, commercial sales) to ensure customer insights inform decision-making and product development. o Build relationships across the organization to champion customer-centricity and secure buy-in for VOC initiatives. • Program Management: o Manage VOC program operations, including survey design, participant recruitment, and data quality assurance. o Lead and mentor a team of researchers, fostering best practices in generative and evaluative research. o Ensure compliance with ethical standards and regulatory requirements. Apply tot his job