Program Manager Voice of the Customer

Overview

If youre energized by making sense of complex challenges influencing across an organization and making a tangible difference in how people experience public transit wed love to hear from you. This is an opportunity to combine strategy collaboration and public service to create meaningful improvements for our customers and our community. If youre a strategic connector who thrives on turning insight into action and wants to make a visible impact on the customer experience this is your opportunity to help shape the future of public transportation!

As Voice of Customer Program Manager you will lead Community Transits agency wide Voice of Customer program across all services and customer-facing experiences. You will translate customer experience strategy into an integrated program that drives customer-informed decision-making cross-functional alignment and measurable improvements.

You will partner with product program research analytics operations and service leaders to embed Voice of Customer practices into agency decision-making. You will manage the program framework roadmap governance priorities dependencies risks measures and reporting while coaching teams in human-centered design and continuous improvement.

You will synthesize quantitative and qualitative customer insights toidentifyneeds pain points and opportunities and translate them into actionable recommendations and prioritized improvements. You will measure whether those improvements are delivering meaningful customer and business outcomes.

Essential Duties

• Lead and Govern Voice of Customer Program

• Own and manage the agency-wide Voice of Customer program roadmap including objectives workstreams milestones dependencies risks resources measures and outcomes
• Lead cross-functional efforts to achieve Voice of Customer initiative goals timelines and drive measurable improvements in the overall customer experience.
• Establish program governance operating practices decision-making processes and communication mechanisms to support consistent execution across the agency.
• Identify and escalate program risks barriers competing priorities and resource needs to appropriate leadership.
• Coordinate interdependent initiatives across departments and ensure alignment with the broader Customer Experience strategy.

• Establish Voice of Customer Practices and Standards

• Serve as the agencies subject matter expert and coach to product teams on Voice of Customer practices.
• Establish consistent methods standards tools and processes for synthesizing prioritizing and applying customer insights.
• Develop and maintain a common Voice of Customer framework that enables teams across the agency to consistently incorporate customer evidence into product service and operational decisions.
• Partner with leadership to identify opportunities to strengthen organizational adoption and maturity of customer-centered practices.

• Integrate Customer Insights and Analytics

• Collaborate with Research and Analytics team to integrate quantitative and qualitative customer information from multiple sources including customer surveys comments and complaints contact center interactions customer research focus groups interviews digital feedback and operational data.
• Identify patterns emerging needs experience gaps and opportunities for improvement.
• Translate research and analytics into clear actionable insights and recommendations for project and program teams.
• Ensure customer insights are connected to agency priorities program roadmaps and measurable outcomes rather than remaining as standalone research findings.

• Advance Equity Accessibility and Representation

• Ensure Voice of Customer methods intentionally include customers who may be underrepresented in traditional feedback channels.
• Incorporate accessibility equity and differing customer needs into research prioritization recommendations and program decisions.
• Partner with appropriate accessibility equity and community stakeholders to strengthen representation in customer insight activities.

• Coach and Influence Cross-Functional Teams

• Coach product and program teams to incorporate customer needs and insights into decision-making.
• Strengthen a customer-centric culture while balancing customer needs with operational financial regulatory accessibility and resource constraints.
• Influence stakeholders and facilitate alignment across teams with differing priorities and perspectives.
• Negotiate and build commitment to customer-centered approaches without direct authority over participating teams.
• Present complex customer information and program performance in a clear concise and compelling manner.

• Program Measurement Reporting and Executive Communication

• Develop and maintain program dashboards metrics and reporting mechanisms that demonstrate program progress adoption customer impact and business results.
• Provide regular updates on Voice of Customer program progress insights trends priorities risks and improvement outcomes to stakeholders ranging from product teams to executive leadership and the Board of Directors.
• Establish program-level measures that assess both adoption of Voice of Customer practices and the resulting impact on customer experience and organizational outcomes.

• Strategic Opportunity Identification

• Pair creativity customer insight data and business judgment to help teams identify opportunities for product service and experience improvements.
• Identify emerging customer needs and trends that may inform future agency priorities.
• Help product and program leaders understand the customer implications of strategic and operational decisions.
• Identify opportunities to improve the agencys overall customer experience ecosystem and elevate systemic customer problems that require cross-departmental or agency-wide solutions.

• Facilitate human-centered design workshops to better understand our customers and improve their experience.
• Perform other duties of a similar nature or level.

Requirements

Minimum Qualifications

• Five years of experience leading cross-functional projects and/or programs in a highly customer-centric service-oriented or complex organizational environment.
• Three years of experience collecting analyzing interpreting or applying customer experience data and measures such as Net Promoter Score Customer Satisfaction Scores Customer Effort Scores or comparable customer experience measures.
• Three years of experiencefacilitatingcross-functional groups and presenting customer insights recommendations and program outcomes to diverse audiences including senior leadership.
• Experience managingprogram roadmaps schedules dependencies risks stakeholders and performance measures.
• Experience applying human-centered design customer experience continuous improvement or comparable customer-centered methodologies.
• A degree in business administration project management customer experience organizationaldevelopment social sciences or a related field may substitute for one year of experience.
• Professional experience with PC-based software such as Microsoft Office email scheduling presentation and collaboration applications.

An equivalent combination of education and experience to successfully performthe jobduties is also accepted.

Knowledge Requirements

• Voice of Customer principles practicesand programs.
• Customer experience strategy measurement andimprovement.
• Customer journey mapping and personal development
• Data analysissynthesisvisualization and storytelling
• Problem analysis and decision-making.
• Human centered design methodologiestools and facilitation practices.
• Problem analysisprioritizationand decision-making
• Conflict resolution mediationfacilitation and stakeholder engagement.
• Project management bestpracticesincluding program governance roadmaps milestones dependencies risk management stakeholder management resource planning and executive reporting.
• Process improvement tools and techniques including collecting analyzing reporting and developing action plans for Key Performance Indicators metrics and contract compliance.

Skill Requirements

• Fostering an inclusive workplace by upholding Community Transits core values in support of the organizations vision and team commitment pride and trust while promoting cooperation and motivating members to achieve shared courtesy sensitivity and respect in all interactions.
• Leading cross-functional programs and initiatives with multiple stakeholders workstreams and competingpriorities.
• Establishing andmaintainingeffective interpersonal relationships with coworkerssupervisor the public and others.
• Applying continuous improvement and human-centered design practices.
• Demonstrating a commitment to serve the public.
• Ability to negotiate and influence others to achieve business goals and core values.
• Collaborating with cross-departmental teamsleadingandparticipatingin strategic initiatives and proposing innovative solutions to problems of medium to high complexity.
• Working effectively both independently and as part of a team with limited supervision.
• Maintaining objectivity and using data to inform collaborative decision making.
• Maintaining composure andeffectivenessleading through ambiguity conflict and changing priorities.
• Effective written and oral communications that aretimely relevant concise and clearly outline necessary actions.
• Managing details within the larger picture.
• Holding self and others accountable for measurable high-qualitytimely and cost-effective results.
• Demonstrating intellectual curiosity andproactivelyseeking information.

Preferred Skills and Knowledge

• PersonalexperienceusingCommunityTransitproducts and/or other transit agencies.
• Experience using Power BI or comparable business intelligence and visualization tools.
• Federal state and local regulations including the Americans with Disabilities Act as it relates to transportation as well as contractual performance standards.
• Federal procurement rules and contracting guidelines.

Working Conditions

Hybrid telework may be available. Availability is at management discretion based on the nature of the work. Work is performed in an office environment and requires the use of office equipment and technology. You will be required to move throughout and between different office buildings and may need to complete tasks in noisy environments. You may also be required to lift and carry materials up to 10 pounds occasionally.

Application and Selection Process

• Only on-line applications accepted.
• Applicants for this job may be considered for other openings up to six months after the date this position is filled.
• Applicants who meet the minimum requirements may be scheduled for an interview as well as a variety of tests to demonstrate knowledge and skills for the position. The evaluation process may include interviews background check reference checks and various performance tests.

Employee Benefits

• Employees (and their families) are covered by medical dental vision basic life and disability insurance.
• Employees participate in the Public Employees Retirement System (PERS) and have the option to enroll in the agencys deferred compensation plan.
• In addition to WA Paid Sick Leave employees in this position accrue of 24 days of Paid Time off (192 hours) in their first year and ten (10) paid holidays throughout the calendar year.
• Full list of all benefits and details can be found

If you are related to or share the same living quarters of a current Community Transit employee please let your Recruiter know as your eligibility for this position may be affected.

Community Transit provides a tobacco-free and drug-free work environment. As a recipient of federal funds Community Transit is an Equal Opportunity Employer and does not unlawfully discriminate on a basis prohibited by Federal State or Local law. We value and encourage diversity in our workforce. EOE AA M/F/Vet/Disability. Qualified applicants will receive consideration for employment without regard to their race color religion national origin sex protected veteran status or disability.

Required Experience:

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