Hiring: Voice of the Customer Company: Fictiv Location: Schaumburg, IL Job Posted Time: 2026-09-09 17:59:53 Employment Type: Full-time Target Skills & Keywords: Voice of Customer, VOC, Qualtrics, Survey Management, Ticket Management, Customer Feedback Analysis, Root Cause Analysis, Cross-Functional Collaboration, Data Analysis, Customer Experience, Tagging Taxonomy, Process Improvement Experience: - Experience in customer experience, data analysis, or a related field - Proven ability to manage end-to-end customer feedback lifecycle, from intake and triage through root cause investigation and customer follow-up - Experience collaborating cross-functionally with teams such as Customer Service, Product, Online Merchandising, Logistics, and Engineering - Familiarity with survey and ticketing platforms, particularly Qualtrics Required Skills: - Qualtrics survey and ticketing platform administration - Reviewing, digesting, and triaging inbound negative-experience survey responses - Assigning tickets to appropriate departments for root cause investigation and resolution - Managing new and existing tickets to ensure 100% response coverage - Developing working knowledge of common customer pain points - Applying consistent, standardized topic tags to open-text survey comments - Maintaining and evolving tagging taxonomy as new themes emerge - Collaborating with cross-functional teams to investigate complex or systemic customer pain points - Connecting patterns in customer feedback to underlying process or system failures - Distinguishing between short-term tactical fixes and longer-term structural improvements - Participating in cross-functional review meetings to present findings and support corrective and preventive action plans Qualifications: - Strong analytical and problem-solving skills - Excellent communication and cross-functional collaboration abilities - Ability to translate customer feedback into actionable business intelligence - Detail-oriented with strong organizational and ticket management skills - Customer-obsessed mindset with a passion for continuous improvement - Ability to advocate for improvements that reduce friction, build loyalty, and support long-term business growth Compensation: Not specified Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don’t miss this opportunity to join a forward-thinking team!