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Posted Mar 01
TASER International

Director, Voice of the Customer

Anywhere Full Time

We are bringing the best of high technology to public safety in ways that will leave a positive mark on the world. Our mission is to protect life and protect truth, making the world a safer place through smart devices and software services.

As our Director, VOC, you will help shape the future and vision of our products and services to deliver on our mission. We cultivate an environment that favors agility, initiative, and creative thinking. We genuinely love what we do and are looking for others who share this passion.

Your challenge:
Provide “Best In Class” service by engaging internal and external customers focusing on brand loyalty and creating an environment that increases overall customer satisfaction and retention. Increase internal customer-first thinking, tell the story through VOC data analysis and reporting, conduct root cause analysis, recommend product and process improvement.

You Will:

  • Create and perform DTV research (Design to Value) specific research projects to decide value of specific features
  • Facilitate Focus Groups with customers to bounce ideas and scenarios off them
  • Conduct ongoing surveys to our customer base
  • Host ongoing periodic ½ day customer council sessions
  • Visit customers and lead reviews, and then translate these connections into insights and actionable improvements
  • Ensure proactive, data-oriented communication to key partners and customers
  • Provide TAM estimation and research for new markets
  • Create segmentation of our customer base
  • Have a deep understanding of competitive landscape
  • Deliver feature weighting and analysis
  • Ensure that customers are understood and actioned accordingly, including root cause investigation and leading the cross-team efforts necessary to drive improvement
  • Create a source of truth about our customers and what they value as well as what competitors are offering.
  • Analyze customer feedback and dashboard statistics to identify trends, issues and drive process improvement
  • Maintain visibility into product performance and customer feedback

You Have:

  • 10+ years’ experience problem solving and providing customer focused solutions
  • Exceptional communication skills (presentation and written)
  • Exceptional organizational and analytical skills
  • Ability to build strong relationships across the business to ensure ongoing support for a positive customer experience
  • BA/BS in Engineering or a related technical field

You May Also Have:

  • Experience with connected hardware devices, cameras, sensors, and cloud services
  • Track record of quickly earning credibility based on your knowledge and accomplishments
  • Passion to drive collaboration and deliver high-quality, highly-complex projects across teams

We Have:

  • A top notch team that is driven to help the customer through continuous improvement
  • An amazing culture that invests in developing people through education reimbursement and other benefits
  • A health and wellness program because we believe in empowering our people to support our customers
  • As well as many more benefits (including the traditional ones)!

Come work with us in a dynamic environment in which you’ll use your passion, technical experience, and strong problem-solving skills. To learn more about the products and services we offer please visit us at: www.evidence.com and www.taser.com

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