Voice of Customer Program Lead (HRtech)

TL;DR

Voice of Customer Program Lead (HRtech): Architecting and scaling the systems for collecting and activating customer feedback across the organization with an accent on cross-functional governance and insight synthesis. Focus on building centralized VoC infrastructure, translating raw feedback into strategic product opportunities, and measuring the business impact of customer-driven changes.

Location: Hybrid (Must be based in New York City)

Salary: $190,000 – $209,000 per year

Company

hirify.global is a data-driven HR platform that helps businesses manage payroll, benefits, and compliance to focus on their core operations.

What you will do

• Design and implement a centralized infrastructure for collecting and managing customer feedback data at scale.
• Establish a cross-functional governance model to ensure VoC insights are embedded in roadmaps and business operations.
• Aggregate and analyze qualitative and quantitative data from surveys, interviews, and support tickets using a structured taxonomy.
• Craft compelling narratives and dashboards for executive audiences to translate feedback into prioritized opportunities.
• Define and track metrics to measure the effectiveness and business impact of the VoC program.

Requirements

• 7+ years of experience in customer insights, user research, CX strategy, or VoC programs.
• Proven track record of leading complex, cross-functional initiatives without formal authority.
• Proficiency with CX tools such as Qualtrics, Medallia, Typeform, and Looker.
• Basic understanding of SQL and experience with data tools like Snowflake, Redash, or Tableau.
• Must be based in the New York City office for a hybrid work arrangement.

Nice to have

• Advanced SQL knowledge.
• Familiarity with customer lifecycle models, journey mapping, or experience analytics.

Culture & Benefits

• Welcoming and casual environment with a strong emphasis on camaraderie and openness.
• Comprehensive wellness program and competitive benefits package.
• Regular company retreats to foster team bonding and professional growth.
• Entrepreneurial culture that values grit, integrity, and simplicity.