Sr. Director, Voice Of Customer

Job Description

Sr. Director, Voice of Customer (Hybrid)

Defines the strategic vision for Voice of Customer discipline at BMI, aligning it with the company's affiliate experience strategy. This role will be instrumental in shaping how our company listens to, understands, and acts on feedback, with a focus on enhancing product offerings and improving service experiences. Utilizes data, analytics and technological tools to drive actionable insights. Drives affiliate-centric culture across the entire organization. Acts as internal advisor on customer experience matters.

LOCATION
Nashville, TN office. BMI has transitioned back to working in the office on a regular hybrid schedule. At present, most team members are expected in the office three (3) days a week. Decisions regarding future transitions will take place in phases as BMI continues to closely monitor COVID-19 as employee safety is our priority

FUNCTIONS OF THE JOB
Essential Functions: which may be representative but not all inclusive of those commonly associated with this position.

Strategic Vision and Leadership:
• Develops and implements a comprehensive Voice of Customer program, including the collection, analysis, and dissemination of customer feedback across all touchpoints of the affiliate journey.
• Leads the development of customer segmentation, personas, and journey maps to identify key touchpoints and pain points in the customer experience, working collaboratively with cross-functional teams to optimize each stage of the journey.
• Fosters a high-performing culture of continuous improvement by monitoring key performance metrics, conducting root cause analysis of issues, and working with key stakeholders to implement initiatives to address systemic problems and drive positive change.

Insights & Data Utilization:
• Builds and oversees the execution of a structured VoC roadmap, incorporating both relationship and transactional surveys to effectively measure customer satisfaction (e.g., CSAT, NPS).
• Leverages VoC tools and platforms to analyze feedback data, identify trends, and translate insights into actionable recommendations.
• Develops business cases for customer-driven improvements to product features, service delivery, and processes, supported by robust data and analytics.
Organizational Influence:
• Acts as the primary advisor for the voice of the customer within the organization, effectively communicating insights and improvement initiatives to key stakeholders.
• Works closely with leadership to embed voice of customer insights into decision-making processes and company strategies and drives improvements across the organization.

Decision Making:
• Translates customer insights to make high-impact strategic recommendations on product development and customer service process based on comprehensive voice of customer data.
• Ensures optimal allocation of resources to maximize customer satisfaction and business outcomes.
Other:
• Monitors industry trends and innovations in VoC tools, methodologies, and analytics to ensure the program remains cutting-edge and relevant.
• Regular attendance.
• Other duties as assigned.
• Supports our BMI Core Values and cultivates a culture of diversity and inclusion.

POSITION QUALIFICATION REQUIREMENTS

Education: Bachelor's Degree in Business, Marketing, Psychology, or a related field.

Experience: Minimum seven (7) years or progressive experience in roles related to customer experience, market research, or consumer insights.

SKILLS AND ABILITIES
Which may be representative but not all inclusive of those commonly associated with this position.
• Proven track record of success in developing and implementing Voice of Customer programs in a complex, cross-functional organization.
• Experience in relationship and transactional survey design and other feedback collection methodologies.
• Strong knowledge of customer satisfaction metrics (e.g., CSAT, NPS) and their application in driving improvements.
• Strong analytical skills with the ability to derive actionable insights from customer feedback data.
• Excellent communication and presentation skills, with the ability to effectively influence and collaborate with stakeholders.
• Strategic thinker with a customer-centric mindset and a passion for driving positive change.
• Experience with VoC technology platforms and tools.
• Project management experience and proficiency in data analysis tools is a plus.
• Passion for music creators and culture desired.
• Proficient in Microsoft Office.

SALARY RANGE
The specific base salary offered to a successful applicant will be based on individual qualifications, skills, experience, and education. The pay range is subject to change at any time based on various internal and external factors. The position may also be eligible for one or more performance-based bonuses. In addition to cash compensation, BMI offers a competitive portfolio of benefits to its employees, as described below.

What We Give to You:
• Health, dental, and vision insurance
• 401K with employer match
• Flexible spending accounts
• Paid vacation and paid sick/personal time
• 12 paid calendar holidays
• Paid volunteer time off
• Summer hours that offer more time for fun in the sun
• Company paid life insurance
• Up to 12 weeks paid parental leave
• Tuition assistance for qualified team members
• Commuter benefits (New York)
• Amazing and engaging culture
• Employee Resource Groups

BROADCAST MUSIC, INC. IS AN EQUAL OPPORTUNITY EMPLOYER: All applicants will receive equal opportunity for employment without regard of race, color, sex, religion, nationality, age, sexual orientation, gender identity and/or expression, veteran's or marital status, disability, or any other cultural factor

#LI-Hybrid

Jobcode: Reference SBJ-d5qkz7-3-17-181-181-42 in your application.