Justworks

Justworks

Voice of Customer Program Lead

New York, New York

Sponsorship not specified$190k-$209kDetected 21 days ago
SQLSnowflakeData VisualizationUX ResearchAccessibilityResearchLeadershipCommunicationCollaboration

About the role

  • We work hard and care about our most prized asset - our people.
  • We're helping businesses get off the ground by enabling them to focus on running their business.
  • We're data-driven and never stop iterating.

Responsibilities

  • Design and implement a centralized approach for collecting, connecting and managing customer feedback data at scale
  • Own the full feedback loop - from collection to insight to follow-up, operationalizing how we close the loop with customers when feedback leads to change
  • Build and maintain a centralized dashboard and insights portal, ICP server, and other "ways in" to increase accessibility and usage of VoC insights across the enterprise
  • Partner cross-functionally (including with Revenue, Data & Analytics, and others) to build scalable infrastructure
  • Partner with product managers, CSO leaders, marketers, and other stakeholders to embed VoC insights in roadmaps and ops, and advocate for VoC inputs in planning and prioritization forums
  • Aggregate and analyze feedback from diverse sources (surveys, interviews, support tickets, sales calls, etc.)
  • Translate feedback into prioritized opportunities that shape product, policy, and service design and
  • Build a program to regularly reflect on what's working, what's not, and how to continuously improve VoC to best serve our internal stakeholders and our customers
  • You believe that customer insights should shape strategy, not just validate it

Requirements

  • 7+ years of experience in customer insights, user research, CX strategy, or VoC programs
  • Demonstrated success leading complex, cross-functional initiatives - aligning multiple teams around shared goals without formal authority
  • Passion for solving knotty, ambiguous problems at scale - and designing systems that work across silos

Compensation

  • Comfort working with both quantitative and qualitative feedback, and with tools like Qualtrics, Medallia, Typeform, Looker, or equivalent
  • At least a basic understanding of SQL; more advanced knowledge is a very nice to have
  • Comfortable navigating data warehousing, querying and visualization tools like Snowflake, Redash, and Tableau
  • Excellent communication and storytelling skills - especially when translating messiness into clarity
  • Familiarity with customer lifecycle models, journey mapping, or experience analytics is a plus

Company info

  • At Justworks, you'll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people.
  • We're helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We're data-driven and never stop iterating. If you'd like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we'd love to hear from you.
  • We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team.
  • Our Values
  • At Justworks, you'll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community.
  • We solve HR issues.
  • If you'd like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we'd love to hear from you.
  • We're united by shared goals and shared motivations at Justworks.
  • These are best summed up in our company values, which are reflected in our product and in our team.
  • If this sounds like you, you'll fit right in.
  • Ensure VoC outreach to customers is coordinated and respectful, increases customer obsession, and focuses on collecting data that will be used to inform decisions

Visa & Work Authorization

  • all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, vetera
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This listing is sourced directly from Justworks's careers page and normalized into a canonical job model.