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.
Required Skills & Qualifications:
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.
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.
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