Director, Voice of Customer & Operational Excellence

Director, Voice of Customer & Operational Excellence

Tempe | Hybrid (4/1) $115K -$130K Base + Bonus + Benefits

We’ve partnered with a growing financial services organization seeking a strategic and analytical Voice of Customer leader to build and scale a customer feedback and operational improvement function from the ground up.

This is a highly visible role focused on transforming customer feedback into actionable operational improvements, executive insights, and cross-functional accountability.

What You’ll Do

• Build and manage a Voice of Customer (VoC) program
• Help implement a new customer feedback platform and processes
• Analyze customer feedback, identify trends, and separate actionable insights from noise
• Lead closed-loop feedback initiatives and root cause analysis
• Build dashboards, KPI reporting, and executive presentations
• Partner cross-functionally with Operations, Tech, Product, and Business teams
• Lead continuous improvement initiatives using Lean/Six Sigma methodologies
• Manage and mentor 2 direct reports

What We’re Looking For

• 7+ years in:
  • Voice of Customer
  • Customer Experience
  • Operational Excellence
  • Process Improvement
  • Customer Insights
• Strong analytical and reporting skills
• Experience building VoC or customer feedback programs
• Experience with dashboards, workflows, and operational analytics
• Strong stakeholder management and leadership skills
• Lean/Six Sigma experience preferred
• Financial services, fintech, banking, or regulated industry experience strongly preferred

Preferred Tools

Qualtrics, Medallia, Salesforce, Tableau, Power BI, Zendesk, Looker, Smartsheet

MOHR Talent is an equal-opportunity employer and complies with all applicable federal, state, and local nondiscrimination laws. We provide equal employment opportunities regardless of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, genetic information, military/veteran status, or any other protected status. If you believe you have been discriminated against or have concerns about our compliance, please contact our Human Resources department at ***email_hidden***