Voice of Customer Senior Lead (R5789)

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At Elastic, we see endless possibility in a world of endless data. And we use the power of search to help people and organizations turn that possibility into results. Elastic is the leading platform for search-powered solutions. With solutions in Enterprise Search, Observability, and Security, we help improve customer and employee search experiences, keep critical applications running smoothly, and protect against cyber threats. Elastic enables organizations worldwide to use the power of Elastic, including Netflix, Uber, BBC, Microsoft, and thousands of others.

Elastic was built on a foundation of being free and open, which trickles down to how we work. We’re a distributed organization and have been from the beginning. Being distributed isn’t just a way of doing business—it’s a mentality that is at the core of our culture.

The Customer Experience, Voice of Customer (VoC) Lead will own the Customer Experience (CX) measurement program across Elastic’s new and existing customer offerings. This includes the management of NPS & CSAT programs, the establishment of new listening posts across the customer journey, and the ongoing monitoring & analysis of results. They will be responsible for connecting business with VoC data and combining it with operational trends to identify opportunities and successes in how Elastic serves its customers. The role will lead complex analysis of topics that span across the company (such Marketing, Product, Customer Success, Sales, IT etc) to share insights & drive improvements to the customer experience. The individual will also be responsible for proactively advancing the state of the Voice of the Customer program by developing new processes and techniques to more effectively identify and communicate the impact of insights through use of feedback and data.

Essential Responsibilities

  • Own the customer experience measurement program across Elastic.
  • Design, build and analyze customer-centric metrics to create insights and recommendations for improving customer experiences
  • Measure the business impact of CX improvements by linking results to key business KPIs (retention, net upgrades) and seek to continuously optimize the experience.
  • Align with CSG leadership and other stakeholders to highlight current customer challenges, identify options to address, and propose recommended solutions.
  • Own change management processes for roll out of new processes (designs, tests, iterates and ensures effective roll-outs).
  • Contribute to monthly customer updates, sharing a consolidated view of insights & tying to other research across Elastic teams.
  • Leads, facilitates and/or collaborates with cross-functional teams and vendors in support of the end-to-end research projects(s) of large scale and enterprise-wide in scope; and oversees the implementation.
  • Partner with Data Office and IT to ensure all relevant data points are accessible to partner teams, making it easy to access & leverage customer insights in their process.
  • Maintain external visibility of trends and best practices in end-to-end customer VoC practices.
  • Mentors other Marketing and Agency Operations Analysts.

Required Skills & Qualifications:

  • 5+ years of experience within voice of the customer, customer experience, or analytics functions, preferably within a high-growth environment.
  • BS / BA required, MBA Preferred
  • Passion for continuously improving the customer experience by working backwards from their needs.
  • Experience developing key metrics and tracking satisfaction across the customer journey.
  • Experience quantifying the business value (cost savings, revenue, customer/partner value) of the customer's experience preferred.
  • Data-driven, with ability to leverage data to build recommendations and drive alignment with stakeholder teams.
  • Strong interpersonal skills including ability to communicate complex ideas and use networks to acquire relevant information.
  • Demonstrated ability to collaborate with internal and external stakeholders in driving VoC and related metrics.
  • Proven ability to adapt and manage effectively in a fast paced challenging environment and manage multiple, and oftentimes competing, priorities.
  • Exceptional communication skills – both written and verbal – and active listening skills.
  • Experience with continuous process improvements.
  • Strong project management capabilities; organized with high attention to detail.
  • Able to drive results through indirect and direct influence.
  • Deep knowledge of survey and reporting tools i.e Qualtrics or equivalent required.
  • Basic understanding of SQL, Tableau or equivalent.

Additional Information - We Take Care of Our People

As a distributed company, diversity drives our identity. Whether you’re looking to launch a new career or grow an existing one, Elastic is the type of company where you can balance great work with great life. Your age is only a number. It doesn’t matter if you’re just out of college or your children are; we need you for what you can do.

We strive to have parity of benefits across regions and while regulations differ from place to place, we believe taking care of our people is the right thing to do.

  • Competitive pay based on the work you do here and not your previous salary
  • Health coverage for you and your family in many locations
  • Ability to craft your calendar with flexible locations and schedules for many roles
  • Generous number of vacation days each year
  • Double your charitable giving - We match donations 1:1 up to $1500 USD (or local currency equivalent)
  • Up to 40 hours each year to use toward volunteer projects you love.
  • Embracing parenthood with minimum of 16 weeks of parental leave

Different people approach problems differently. We need that. Elastic is an equal opportunity/affirmative action employer committed to diversity, equity, and inclusion. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, pregnancy, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, disability status, or any other basis protected by federal, state or local law, ordinance or regulation.

We welcome individuals with disabilities and strive to create an accessible and inclusive experience for all individuals. To request an accommodation during the application or the recruiting process, please email candidate_accessibility@elastic.co We will reply to your request within 24 business hours of submission.

Applicants have rights under Federal Employment Laws, view posters linked below:
Family and Medical Leave Act (FMLA) Poster; Equal Employment Opportunity (EEO) Poster; and Employee Polygraph Protection Act (EPPA) Poster.

Please see here for our Privacy Statement.

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