Senior Manager, Voice of Customer (VOC)
8.0/10
OKX
Not specified
Office / on-site
senior
about 2 months ago
cryptooperationsproductweb3AILLMCRMSalesforceZendeskMedalliaSQLDatawind
AI Summary
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Description
What you'll do
- •Take ownership of the VOC analysis framework — designing methodologies that surface actionable insights and drive measurable improvements in metrics such as user conversion, retention, CS contact rate, etc.
- •Apply AI-driven approaches to day-to-day VOC work, including LLM-based feedback synthesis, sentiment analysis, and topic clustering, to generate insights faster and at greater scale.
- •Distill complex, cross-channel customer data into clear narratives and recommendations, and present findings directly to senior stakeholders to drive alignment and action.
- •Work closely with product, operations, and regional teams to align on UX improvement priorities, using data-backed business cases to influence roadmap decisions.
- •Drive cross-functional VOC initiatives from scoping through to outcome tracking, taking personal ownership of timelines, deliverables, and impact measurement.
- •Identify customer-impacting risks ahead of new product launches and ensure operational teams are prepared to support them.
Conditions
- •Competitive total compensation package
- •L&D programs and education subsidy for employees' growth and development
- •Various team building programs and company events
- •Wellness and meal allowances
- •Comprehensive healthcare schemes for employees and dependants
- •More that we love to tell you along the process!
Requirements
- •7+ years of progressive experience in customer experience strategy, product operations, or a VOC-focused domain, with a proven track record of driving end-to-end cross-functional projects.
- •Demonstrated experience designing and executing a long-term VOC or CX strategy that has delivered measurable improvements in business metrics (e.g., user conversion, retention, contact rate, CSAT, NPS etc.)
- •Proactively uses AI tools and builds AI skills as part of day-to-day work, and able to automate routine daily work with AI.
- •Proven ability to influence product and operations priorities across multiple departments using data-backed recommendations, without relying on direct authority.
- •Strong analytical foundation, with experience working alongside data teams to define frameworks, validate findings, and turn outputs into actionable business decisions.
- •Strong communication and presentation skills, with the ability to distill complex findings into clear, compelling narratives for senior stakeholders.
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