Voice of Customer Lead

As the Voice of Customer Lead, you will be responsible for capturing and reporting all reactive and proactive payer and payee feedback. The right candidate will be able to easily perform analysis of the data available- qualitative and quantitative and present findings to stakeholders including product, engineering, and in leadership forums, in an easily digestible format.

The VOC will determine root cause(s) for favorable and unfavorable customer experiences with the product, assist in building the impact and priority for product road map, providing suggestions on how to improve current practices and identify best practices our teams can implement.

How you’ll make an impact:

• Work with our systems team to clean and map out internal data to better enable access to all stakeholders of feedback
• Work with the data team to develop analytics dashboard for cross-functional visibility into real time support data
• Digest feedback through support channels and regularly performing analysis
• Develop monthly summarized reports for line-of-business stakeholders
• Leverage data and analytics to provide insights around customer behavior and sentiment; identify improvement opportunities
• Work with stakeholders across the business to review and drive the end-to-end customer experience improvements
• Oversee strategy for tracking customer satisfaction survey methodology, and reporting
• Determine which type of qualitative or quantitative market research is best suited to the desired output (surveys, interviews, phone calls, mass data pull, etc.)
• Track progress for business goals and key results
• Analyze trends and determine key opportunities to drive higher customer satisfaction
• Regularly present VOC results at team and department meetings
• Defines and champions process improvement opportunities through data analysis and cross-functional collaboration
• Get intimately involved in data of your process, can identify issues and trends and provides proactive recommendations and levers available to resolve, rooted in data and customer obsession

What we’d love to see: 

• 4-6 years of experience in customer facing role.
• Providing end-to-end customer insight and analytics, data modeling, market research of competitors
• Bachelor's degree in business, marketing, economics, math, statistics or a related field from an accredited college/university.
• Experience with customer research and process improvement for marketing, sales and customer experience processes focused on process and performance management for customer-facing products and services leveraging statistical analysis to inform the strategy

Compensation, Benefits and Perks:

• Basic Compensation: $89,000 - $105,000
• 100% health insurance coverage on selected plans (medical/dental/vision)
• Competitive compensation plans
• 401K matching
• Equity
• Flexible PTO
• Weekly lunch perks
• Plenty of fun team activities
• Extensive career growth and development opportunities throughout a growing startup

About us: 

When we started Melio, we wanted to build more than an efficient Accounts Payable tool. We wanted to build a service that helps small businesses keep up with business. Melio is a B2B payments experience that not only saves time but also significantly improves cash flow. We aid to make the payment workflow so simple it helps businesses focus on their customers, not their back office. In our Denver, NYC and Tel Aviv offices, our #TeaMelio is made up of hardworking go-getters. We love to celebrate the successes of our team, and the continued success of our growing company! 

Here at Melio, culture is one of our biggest priorities. We champion a team that fosters diversity and inclusivity in all aspects. Regardless of gender, age, race, nationality, sexual orientation, parental status, or disability, Melio will consider all qualified applicants during our process as we are proud to be an equal opportunity employer. Even if you’re on the fence about applying to an open role, please throw your specs in the mix -- we’d love to connect with you!