Primary Purpose

The Manager, Customer Voice is responsible for supporting the Customer Voice team in researching up-to-date customer voice best practices that achieve Bright Horizons business objectives, implementing survey projects, and analyzing results. This person is an expert in how to review and manage multiple projects that help achieve internal business objectives via customer first thinking. They work collaboratively with the Director, Customer Voice and internal stakeholders to define scope, timing, and success metrics for various customer voice projects.

Essential Functions/Responsibilities

• Independently manages a portion of the customer voice projects and supports day-to-day survey maintenance to ensure their success in gaining insights on customer experience and to support business goals.

• Works closely with stakeholders to identify project goals, establish project scope, and make recommendations to ensure a successful survey project.

• Analyzes results and extracts insights and/or actionable items from the survey projects to share with the organization and/or specific project stakeholders during and after project duration.

• Stays abreast of industry trends around feedback collection methodologies to ensure Bright Horizons practices continue to be best in class.

• Acts as a subject matter expert and support resource for Customer Experience.

• Employs an innovative approach to support project/team success.

• Promotes customer-first thinking to support team initiatives/goals.

• Provides training on our survey platform, survey strategy/methodology, and analysis to team members, as well as to other internal business partners, as needed.

• Works closely with the Director, Customer Voice to promote overall team goals and strategy.

• Represents Customer Voice team in absence of Director.

Decision Making

Receives limited direction and exercises independent judgement within the scope of their role

Influence

Regularly influences function or department

Impact

Enterprise

Job Requirements – Education/Experience

Education

Bachelor's Degree required - degree in Mathematics, Data Science, or Computer Science preferred

Experience

1-2 years of CX experience required

Additional Job Requirements

• Experience with Qualtrics CX platform, BI/Analytical tools, such as Qlik or Tableau preferred

• 1+ years of experience managing a team and/or projects preferred

• Must be able to communicate directly with key stakeholders at various levels

• Must have experience managing projects, and strong problem-solving and critical thinking skills

HAVING TECHNICAL ISSUES WITH YOUR APPLICATION?

Contact us at bhrecruit@brighthorizons.com or 855-877-6866

Bright Horizons is dedicated to creating a workforce that promotes and supports diversity and inclusion. We provide equal employment opportunities to all individuals without discrimination. Bright Horizons complies with the laws and regulations set forth in the following EEO is the Law Poster: EEO – English and EEO – Spanish along with information on the Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA).

Applicants requiring a reasonable accommodation for any part of the application and hiring process should contact the recruitment helpdesk at 855-877-6866 or bhrecruit@brighthorizons.com. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.