Senior Engineer-Voice of Customer Triage
Duration : 4 months
Remote
Description:
Client is looking for a Tech Engineering Lead, experienced with voice of customer, triaging Open Enrollment comments and determining priority and identifying technical problems related to comments. This role will be a bridge between business and engineering.
The client is seeking a highly skilled and experienced professional to serve as the Lead for their Voice of Customer team. You will need a background in software development. In this role, you will be reviewing and triaging customer feedback and pinpointing where the technical root cause is and prioritize open items for remediation. Your development experience will enable you to leverage technology and data to enhance our Voice of Customer capabilities and deliver actionable insights.
VOC Lead responsibilities:
- Lead and manage the Voice of Customer team
- Analyze issues reported in VOC channel
- Continuously improve Voice of Customer processes, tools, and methodologies to enhance efficiency and effectiveness
- Prepare and present VOC status reports and issue trends with relevant data to leadership periodically
- Collaborate with scrum teams to integrate customer feedback into the development process, ensuring that customer insights are effectively translated into product enhancements.
Qualifications:
• Strong analytical skills with the ability to interpret data, identify trends, and provide actionable insights.
• Proven experience in software development, with at least 3+ years of experience in a development role.
• Quickly analyze and resolve any code issues while handling customer comments.
• Our digital portal relies on several technologies, including Java, web services (SOAP and RESTful), jQuery, Angular, React, Node.js, Svelte.js, and AEM.
• Additionally, familiarity with monitoring tools like Dynatrace and Splunk is preferred for effectively monitoring our applications.
• Excellent communication skills, both verbal and written, with the ability to present complex information in a clear and concise manner.
• Demonstrated leadership abilities, with experience in leading and managing a team.
• Strong project management skills, with the ability to prioritize and manage multiple initiatives simultaneously.
• Passion for delivering exceptional customer experiences and driving customer satisfaction.

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