n n nn Major US City (Such as Los Angeles, NYC, Dallas, Detroit) / nn nn Lucid is a research technology (ResTech) platform that provides programmatic access to first-party data.
With respondents in more than 100 countries, Lucid enables anyone, in any industry, to survey online audiences and get the answers they need.
These answers reveal the sentiments, motivations, and behaviors of target demographics – data that can be used to build business strategies, measure the impact of digital advertising, publish research, and more.
Founded in 2010, Lucid is headquartered in New Orleans, LA with offices throughout the US, Europe, and Asia.
nn nn The Program Director will lead the strategy, launch, and execution of a comprehensive Voice of Customer (VoC) program at Lucid. The VoC program will play a critical role in supporting Lucid’s purpose, to democratize access to knowledge–enabling data-driven decisions that lead to impactful results.
The Program Director is responsible for leading a team and our VoC measurement and management program; establishing communication channels that provide deep insights about customer and partner journeys, loyalty, and drivers of business results; partnering with business leaders and stakeholders to develop strategy and implement best practices to enhance customer experiences and business performance; and demonstrating the value and impact of delivering on customer and partner experiences.
nn nResponsibilitiesn Oversee and lead a comprehensive VoC strategy that creates strong communication channels between customers and Lucid for product, customer experience, and value proposition Develop an integrated, actionable customer and partner listening program Deliver rigorous analyses of customer feedback, journeys and pain points using leading methodologies Synthesize various sources of information, develop compelling insights, and deliver story-driven reports/presentations with strategies and recommendations on which stakeholders can act Create a standard way of acting upon customer feedback.
Educate through customer stories, building internal empathy and understanding.
Use VoC to facilitate the design and activation of differentiated customer experience, value propositions, and go-to-market strategies.
Effectively measure the impact of increases in customer advocacy on business and operational KPIs.
Collaborate and work cross-functionally with Marketing, Sales, Product and Operations to improve customer and partner loyalty and retention, and other core KPIs.
Identify customer insights and key drivers of negative and positive customer experience based on analysis of both relationship (NPS) and transactional (CSat, ESat) surveys and other feedback sources.
Prepare reporting and presentation for different levels of management sharing insight and recommendations on changes to potentially improve product and services.
Determine appropriate cadence and forums for sharing VoC results to Lucid leadership team to confirm and/or reinforce overall drivers of the customer experience and provide actionable recommendations for improvements.
nQualificationsn Demonstrated ability to transform organizations to deliver value to customers.
8+ years of progressive responsibility for Voice of the Customer program methodologies.
Related experience in SaaS B2B and B2C organizations is a strong plus. Experience with different VoC tools and methods (such as primary research, Net Promoter Score and CSat).
Extensive experience within the customer journey processes. Excellent communication, presentation, interpersonal and analytical skills.
Ability to communicate complex concepts clearly and persuasively across different audiences and varying levels of the organization.
Ability to manage ambiguity, work autonomously, and multi-task in an agile environment.
Ability to meet ambitious deadlines and deliver high-quality work on schedule.
Experience managing and performing in-depth analytics including combining survey research with transactional data to perform trend / correlation analysis are required.
Lucid’s Hiring Commitment nn We understand that many candidates may not be perfectly qualified for a job posting.
Experience comes in different forms; many skills are transferable – and passion goes a long way.
Even more important than your resume is a clear demonstration of dedication, impact, and the ability to thrive in a dynamic, collaborative environment.
We want you to learn new things in this role, and we encourage you to apply if your experience is near the desired qualifications.
nn nn We also know that diversity of background and thought can enhance problem-solving and encourage more creative thinking, which is why we’re dedicated to adding new perspectives to the team.
nn nn At Lucid we foster a collaborative and inspiring workplace.
We pride ourselves in doing this by recruiting, hiring and retaining diverse, passionate, and forward-thinking talent.
Lucid is committed to and encourages an inclusive environment and we are dedicated to providing equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
If you have a disability or special need that requires accommodation, please let us know.
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