Director Voice of Customer Program

Job Type
Full-time
Description
Paylocity is an award-winning provider of cloud-based HR and payroll software solutions, offering the most complete platform for the modern workforce. The company has become one of the fastest-growing HCM software providers worldwide by offering an intuitive, easy-to-use product suite that helps businesses automate and streamline HR and payroll processes, attract and retain talent, and build a strong workplace culture.
While traditional HR and payroll providers automate basic HR processes such as payroll and benefits administration, Paylocity goes further by developing tools that HR and businesses need to compete for talent and deliver against the expectations of the modern workforce.
We give our employees what they need to succeed, including great benefits and perks! We offer medical, dental, vision, life, disability, and a 401(k) match, as well as perks that support you, your family, and your finances. And if it's career development you desire, we provide that, too! At Paylocity, people matter most and have always been at the heart of our business.
Help our award-winning technology company run effectively as you take on big challenges and find solutions with a position in Operations.
Use your problem-solving skills to shape the way others see Paylocity. Launch your career with us!
Position Overview
The Director, Voice of Customer Program will be required to scope and execute a Voice of Client (VOC) program that delivers insights and continuous improvement to the business. This role will work cross-functionally to accelerate change, transform, and improve the customer experience through insight and testing. This role is responsible for coordinating initiatives at the company level.
Primary Responsibilities

• This role is primarily responsible to improve client satisfaction scores (e.g., NPS) across the business.
• Manage and evolve the mechanisms to regularly measure client satisfaction, including measurement methods (e.g., NPS, CES, etc.), channels (e.g., surveys), target personas, frequency, etc.
• Drive the design of the survey instruments, the questions, etc. in order to maximize the level of insight we learn from customers while making it easy to provide feedback.
• Identify customer insights and key drivers of negative and positive customer experience based on statistical analysis of surveys and other feedback sources, e.g., linkage of specific experience to NPS, correlation of NPS to net retention, etc.
• Publish regular reporting of client satisfaction performance and key drivers by collecting, analyzing and summarizing data.
• Determine appropriate cadence and forums for sharing VOC results with leadership team.
• Using Client Satisfaction data analysis, create and recommend business cases and initiatives for improvement in the overall client experience Collaborate and work cross-functionally to plan and execute initiatives based on insights surfaced through the VOC program, positively impacting NPS, customer loyalty, client effort, and other core KPIs.
• Keep abreast on emerging trends in client satisfaction measurement and enabling technologies
• Develop the roadmap and enhancement requirements around our voice of client tools (e.g., survey platform, text analytics, etc.)
• Responsible for leading and defining the vision for their team.

Education And Experience

• Bachelor's Degree required.
• 10+ years in a voice of client and/or customer satisfaction focused role.
• Experience in designing and executing voice of client programs.
• Experience with leading survey and text analytics methods and platforms (e.g., Medallia, Qualtrics, etc.)
• 5+ years of People Management experience.
• Experience synthesizing complex and/or abstract ideas into meaningful and focused communications and messages.
• Experience collecting data and driving data visualization, statistical analysis, and data synthesis.
• Demonstrates a high degree of personal responsibility and ownership, and accountability.

Paylocity is an equal-opportunity employer. Paylocity is committed to the full inclusion of all individuals. We recruit, train, compensate, and promote regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. At Paylocity, we believe diversity makes us better.
We embrace and encourage our employees' differences in age, culture, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion or spiritual belief, sexual orientation, socio-economic status, veteran status, and other characteristics that make our employees unique. We actively cultivate these differences through our employee resource groups (ERGs), employee experiences, perspectives, talents, and approaches to drive innovation in the software and services we provide our customers.
We comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. To request reasonable accommodation in the job application or interview process, please contact [email protected].
This role can be performed from any office in the US. The pay range for this position is $150,000-$200,000 /yr; however, base pay offered may vary depending on job-related knowledge, skills, and experience. This position is eligible for an annual bonus and restricted stock unit grant based on individual performance in addition to a full range of benefits outlined here. This information is provided per the relevant state and local pay transparency laws for the location in which this position will be performed. Base pay information is based on market location. Applicants should apply via www.paylocity.com/careers.