Voice of Customer Program Specialist

Job description

JOB SUMMARY: The Voice of Customer Program Specialist is responsible for supporting the execution and ongoing management of Midmark’s Voice of the Customer (VoC) Program across the Customer Engagement function. This role manages customer feedback administration, survey deployment, reporting, and analytics to ensure customer insights are translated into actionable business improvements. Works cross-functionally to support closed-loop processes and journey mapping initiatives. Performs work under minimal supervision and serves as a subject matter resource for customer feedback tools, reporting, and analysis. ESSENTIAL/PRIMARY DUTIES: Administers and manages customer feedback platforms, including survey configuration, deployment, monitoring, and maintenance Supports execution of Voice of the Customer initiatives and projects, ensuring timelines, deliverables, and stakeholder expectations are met Collects, analyzes, and interprets quantitative and qualitative customer feedback data to identify trends, insights, and improvement opportunities Develops dashboards, scorecards, and reports to communicate Voice of the Customer metrics, including Net Promoter Score and related indicators Supp...