Description
Organizations everywhere struggle with the costs and complexities of solutions that promise to simplify their lives. Freshworks offers a fresh vision for how the world works, building uncomplicated service software that delivers exceptional employee and customer experiences.
This role will lead the effort in capturing, synthesizing, and acting on customer feedback. You will serve as the strategic owner of the VoC infrastructure, turning quantitative metrics and qualitative customer insights into actionable business and product strategies.
Responsibilities
- Survey Architecture & Qualtrics , Own, manage, and optimize the enterprise Qualtrics platform for customer-facing survey and feedback initiatives. Design, launch, and manage customer-facing survey programs across the lifecycle.
- Product Feedback & Cross-Functional Collaboration , Collaborate with Product and Customer Adoption & Experience teams to build and scale a standardized product feedback process. Connect VoC data to ChurnZero Health Scores.
- Focus Groups & Qualitative Insights , Plan and support customer focus groups, advisory boards, and in-depth interviews to gather deep qualitative insights. Synthesize qualitative findings alongside quantitative data to create unified story-driven reports for leadership.
- Playbooks & Enablement , Educate customer-facing teams on survey initiatives and feedback processes. Design playbooks for pre- and post-survey outreach.
- Program Strategy & Analytics , Build executive dashboards and quarterly reporting to track core CX metrics, customer sentiment trends, and the ROI of VoC initiatives.
Program Goals
- Deliver quarterly executive Root-Cause Analysis for key CX surveys
- 10+ NPS improvement in year one
- 90% adherence to Detractor Close-Loop Response target of 48 hours
- 25% of Product Roadmap VoC-driven
- Consolidate all CX surveys into Qualtrics
Qualifications
- 4+ years of Program Management experience
- 3+ years of experience in Customer Experience (CX), Market Research, or Customer Insights, with direct ownership of VoC programs
- Hands-on experience with Qualtrics (survey design, logic, dashboards, and integrations) is preferred
- Demonstrated experience organizing, facilitating, and analyzing findings from focus groups and customer interviews
- Strong ability to translate raw data into clear narratives that influence Product, Engineering, and Executive decision-making
- Bachelor’s degree in Business, Data Analytics, Marketing, Psychology, or a related field (or equivalent practical experience)