Principal, Voice of Customer Programs

Confluent is pioneering a fundamentally new category of data infrastructure focused on data in motion. Have you ever found a new favorite series on Netflix, picked up groceries curbside at Walmart, or paid for something using Square? That's the power of data in motion in action-giving organizations instant access to the massive amounts of data that is constantly flowing throughout their business. At Confluent, we're building the foundational platform for this new paradigm of data infrastructure. Our cloud-native offering is designed to be the intelligent connective tissue enabling real-time data, from multiple sources, to constantly stream across the organization. With Confluent, organizations can create a central nervous system to innovate and win in a digital-first world.

We're looking for self-motivated team members who crave a challenge and feel energized to roll up their sleeves and help realize Confluent's enormous potential. Chart your own path and take healthy risks as we solve big problems together. We value having diverse teams and want you to grow as we grow-whether you're just starting out in your career or managing a large team, you'll be amazed at the magnitude of your impact.

You are an advocate for the customer in every interaction and seek to understand and implement scalable processes that create a more connected and valuable customer experience. It starts with listening and capturing feedback across every stage of the customer journey. Those insights tune how we make good on our commitment to customer success and differentiate our go-to-market.

You will partner with executive leadership and cross-functional stakeholders to drive the program that ultimately helps increase customer satisfaction, retention, and accelerated revenue growth. You're a passionate customer insights & experience leader with stellar interpersonal skills.

This is a strategic role that allows you to roll up your sleeves and get your hands dirty. We're looking for a highly entrepreneurial minded individual to collaborate across every corner of the organization - Customer Success, Sales, Product, Marketing, Finance and more.

What You'll Do:

• Create the strategy and lead the execution of the Voice of the Customer program, improving the end to end customer experience.
• Lead customer listening with an initial NPS focus - including study design, administration, measurement, reporting, analysis, and actioning insights across customer segments.
• Deliver rigorous analysis of customer feedback using data to tell a story that inspires change to better serve our customers.
• Work cross-functionally to tie customer metrics to business performance, integrate the program into each area's operating process and develop strategic action items in service of measurable business results.
• Integrate the VOC program and key learnings with other customer communication efforts and programs directed at acquisition, retention and upsell.
• Act as the primary point of contact for all items related to customer sentiment.
• Ensure operational excellence in maintaining the survey instruments and process, keeping reporting tools up to date, documented and acting as the primary point of contact for all items related to customer sentiment.
• Contribute to a broader customer experience strategy to design and instrument customer journeys.

What We're Looking For:

• Bachelor's degree in Marketing, Statistics, Business, related field, or equivalent experience
• 8 years or more experience in market research, consulting, or statistical analysis experience
• Embody our number one core value of Customer Love
• Experience with customer sentiment research; attitude, awareness & usage research, competitive market share research, and product development studies
• Knowledge of statistical sampling techniques and statistical significance of results (advanced level)
• Proficiency with various survey techniques including focus groups, large scale primary research surveys, and survey panels (advanced level)
• Significant experience in manipulating and analyzing large amount of data and integrating it with other studies and strategic business information in order to reveal insights
• Experience in building and running a Voice of the Customer function
• Ability to summarize and present information in a way that provides clarity and interest
• Strong entrepreneurial disposition; constant pursuit of what 'could be'
• Excellent project management skills, including the ability to design and manage multiple projects under tight deadline
• Survey software such as Confirmit and Qualtrics
• Great attitude and willingness to have fun

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At Confluent, equality is a core tenet of our culture. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, and experiences. The more diverse we are, the richer our community and the broader our impact.

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