Voice of the Customer Coordinator, Fictiv

• Bachelor's degree in Data Analytics, Business, Communications, or a related field — or equivalent practical experience
• Strong analytical mindset with the ability to draw meaningful conclusions from both structured data and unstructured text
• Excellent written and verbal communication skills; comfortable engaging directly with customers and with senior internal stakeholders
• Demonstrated ability to manage multiple workstreams, prioritize effectively, and follow through to resolution
• Proficiency with Microsoft Excel (pivot tables, data cleaning, formulas, and chart creation)
• Collaborative working style with a track record of building productive relationships across departments

Desirable

• The Voice of Customer (VOC) Coordinator plays a central role in translating customer feedback into actionable business intelligence
• Working at the intersection of customer experience, data analysis, and cross-functional collaboration, this individual owns the end-to-end lifecycle of customer survey feedback — from initial intake and triage through root cause investigation, cross-departmental engagement, and direct customer follow-up
• The VOC Coordinator is responsible for ensuring that every piece of customer feedback is heard, categorized, and acted upon, and that the insights derived from that feedback are clearly communicated to the business to drive continuous improvement in both front-end and back-end processes
• This role is critical to our customer obsession strategy. The VOC Coordinator serves as the voice of the customer inside the organization — connecting recurring pain points to root causes and advocating for improvements that reduce friction, build loyalty, and support long-term business growth
• Serve as an administrator and subject-matter expert for the Qualtrics survey and ticketing platform
• Review, digest, and triage all inbound negative-experience survey responses, assigning tickets to the appropriate departments for root cause investigation and immediate resolution
• Manage all new and existing tickets to ensure 100% response coverage — no feedback goes unaddressed
• Develop and maintain a working knowledge of common customer pain points to become the team's internal knowledge leader on recurring experience themes
• Apply consistent, standardized topic tags to all open-text survey comments to enable structured, repeatable analysis
• Maintain and evolve the tagging taxonomy as new themes emerge, ensuring categorization remains accurate and analytically useful
• Collaborate with teams across Customer Service, Product, Online Merchandising, Logistics, Engineering, and other departments to investigate complex or systemic customer pain points
• Help connect patterns in customer feedback to underlying process or system failures, distinguishing between short-term tactical fixes and longer-term structural improvements
• Participate in cross-functional review meetings to present findings and support departments in developing corrective and preventive action plans
• Conduct outbound customer follow-up via email or phone to acknowledge feedback, communicate the steps being taken to address concerns, and reduce the risk of customer churn
• Represent the company with professionalism and empathy, reinforcing the message that customer feedback is valued and acted upon
• Perform both quantitative and qualitative analysis of customer experience data, including NPS (Net Promoter Score), CSAT (Customer Satisfaction), and open-text survey responses
• Identify and surface trends, recurring themes, and emerging issues through regular reporting delivered to program stakeholders
• Support the production of monthly and ad hoc VOC reports and dashboards, contributing analysis that informs business-unit action plans
• Proactively identify inefficiencies or gaps in VOC team workflows and propose process improvements to enhance the speed, accuracy, and impact of the program
• Contribute to the evolution of the VOC program's methodology, tools, and stakeholder engagement model as the program matures
• Physical Demands:
• Sitting for extended periods of time
• Using a computer to execute core role functions