Head - Voice of Customer
Core
Build a Voice of Customer function from scratch to capture feedback across the customer journey and drive product, recipe, and operational improvements for a food-tech company.
Role type
Senior leadership, function-building Head of Voice of Customer
Builds
End-to-end customer feedback systems, research programs, and cross-functional improvement loops
Domain
Food-tech / QSR / Consumer internet
Required skills
Building functions from scratch, managing customer research programs, cross-functional stakeholder management, root cause analysis, team hiring and coaching, operational scale research execution
Preferred skills
Qualitative and quantitative research expertise, experience in food/FMCG/QSR, managing calling or field teams, understanding operational metrics like connect rates and response rates
Technologies
Customer feedback analysis tools, survey platforms, interview frameworks
Responsibilities
Design and run an always-on customer feedback system, turn feedback into actionable root cause analysis and improvements, prioritize research and drive product/operational decisions, build and lead the VoC team, continuously improve research methodology and feedback loops
Seniority
Senior, hands-on IC with people management
