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Director Voice of the Customer

Ivanti

Ivanti

This job is no longer accepting applications

See open jobs at Ivanti.
Customer Service
United States · Canada · Central America
Posted on Tuesday, January 30, 2024

Who We Are:

Ivanti's platform makes it possible for employees to stay productive, secure and engaged wherever they are. That starts with us. With headquarters in Utah, offices in London and Paris and nearly 3,200 employees in 25 countries around the world, we are the Everywhere Workplace – it's a great time to work for Ivanti!

We anticipate our customers’ needs, we are highly responsive, and we deliver innovative solutions that exceed their expectations. Our mission is to be a global technology leader enabling organizations to thrive in the Everywhere Workplace – automating the tasks that discover, manage, secure and service all of their IT assets.

Our Culture - Inspire, Innovate & Grow:

Our mission is to be a global technology leader, enabling organizations and our people to thrive in the Everywhere Workplace. A core value at Ivanti is maintaining an environment where all perspectives are heard, respected and valued. We foster a culture where we can all grow, learn, add value and thrive – while achieving new levels of performance together. Ivanti is the right size. We are large enough to be stable and strong, but small enough so your work and opinion actually matter. Our continued success begins with you!


Why We Need you!

We are on a mission to deliver the best customer experience possible, and that starts with understanding our customers. As the leader of our new Voice of the Customer team, you will build and lead a group of professionals that will define our VOC strategy, manage best-in-class VOC programs, conduct qualitative and quantitative research, analyze results, and drive recommendations for action across the business. We don’t just want you to tell us what our customers are saying – we want you and your team to drive initiatives that act on those insights and make the customer experience better!

What You Will Be Doing:

  • Build, lead and nurture a team of VOC/Customer Insight professionals.
  • Define our Voice of the Customer strategy and obtain buy-in from cross-functional stakeholders.
  • Facilitate the administration of customer experience and sentiment programs and research, including:
    • Brand Surveys
    • Win/Loss Interviews
    • Customer Advisory Boards
    • Executive Briefing Center
    • Exec Sponsor Program
    • Third Party/Exec Advisory Board
    • Focus Groups
    • Ad hoc surveys
    • Market sentiment (third party monitoring)
  • Capture, consolidate and communicate customer insights collected through research across all relevant listening posts.
  • Recommend and facilitate customer experience improvement initiatives, collaborating with colleagues across functional disciplines.
  • Key interlocks: Marketing, Customer Success, Product Management and Sales

To Be Successful in The Role, You Will Have:

  • Proven experience establishing and managing a global NPS program.
  • A demonstrable understanding of multi-faceted Voice of the Customer programs, preferably in B2B software.
  • 5+ years of people management and a desire to nurture and elevate those you lead.
  • A passion for customer-led growth.
  • An analytical mind with the ability and drive to translate data into meaningful insights, strategic recommendations and action.
  • A willingness to embrace change and drive it where appropriate.

At Ivanti, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Ivanti believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

This job is no longer accepting applications

See open jobs at Ivanti.