Back to jobs

Specialist, Voice of the Customer (VOC)

Nashville, Tennessee, United States

Are you interested in joining a purpose-driven company in the music industry? Do you thrive in a collaborative, hybrid work environment?  If you do, we would like to get to know you.

THE ROLE

In this role, you will collect, analyze, and interpret user and Member feedback to identify key insights, trends, pain points, and areas of opportunity across our product, internal tools, knowledge resources, and overall user experience. You will partner with the VOC team to drive improvement and resolution, assisting in assessing the performance quality of various functions supporting our Member Experience, maintaining internal and external knowledge resources, and providing support for the optimization of internal tooling. 

QUALIFICATIONS  

  • One year of experience in customer experience, market research, data analysis, or a similar role.
  • Proficiency in using survey platforms (e.g., Qualtrics), data analysis tools (e.g., Excel, Power BI), and customer relationship management (CRM) systems (e.g. HubSpot).
  • Excellent written and verbal communication skills, with the ability to present complex information clearly and concisely to various audiences.
  • Strong analytical skills with the ability to interpret data and translate it into actionable insights.
  • Strong interpersonal and collaboration skills.
  • Experiences of identifying waste in the user journey and removing it. Ability to measure process output and make data-driven suggestions.

ESSENTIAL RESPONSIBILITIES​

AS A MEMBER OF THE VOC TEAM FOR THE MLC, YOU WILL:

  • Gather customer feedback from multiple channels, including surveys, support tickets, and interactions.
  • Utilize analytical tools and techniques to identify meaningful insights, trends, and patterns within internal and external user feedback data, translating complex data into actionable recommendations.
  • Develop and deliver regular and ad-hoc reports summarizing key user insights and recommendations to relevant stakeholders within the VOC team and across the Member Experience organization.
  • Partner with VOC team members to share user feedback, insights, and recommendations to drive improvements.
  • Track and monitor key performance indicators to measure the impact of VOC initiatives and identify areas for improvement.
  • Participate in the Member Experience Quality Assurance program by monitoring and assessing voice, email, and chat interactions based on a set of quality standards as well as attending calibration sessions for the Member Experience functions.
  • Support updating knowledge resources. Demonstrate meticulous documentation.
  • Assist in optimization, troubleshooting, and testing of internal tooling to improve internal user experience.
  • Champion the user and Member perspective to ensure that user needs and expectations are considered in decision-making processes. Demonstrate a focus for realizing and improving the Member experience.
  •  

YOU WILL CHAMPION THE MLC’S CULTURE BY:​

  • Applying The MLC’s Guiding Principles to your work and your behaviors
  • Being process-oriented, data-driven, and tech-savvy; being collaborative, curious, and open to new ideas
  • Engaging in a diverse and dynamic team; continuing with personal development
  • Inspiring others with your enthusiasm and humility

 

THE MLC IS AN EQUAL OPPORTUNITY EMPLOYER THAT COMMITS TO PURSUING, HIRING, AND CELEBRATING A DIVERSE WORKFORCE AND CREATING AN INCLUSIVE ENVIRONMENT. THE MLC DOES NOT MAKE EMPLOYMENT DECISIONS BASED ON RACE, COLOR, RELIGION OR RELIGIOUS BELIEF, ETHNIC OR NATIONAL ORIGIN, SEX, GENDER, GENDER-IDENTITY, SEXUAL ORIENTATION, MARITAL STATUS, CITIZENSHIP STATUS, DISABILITY, AGE, MILITARY OR VETERAN STATUS, OR ANY OTHER CATEGORY PROTECTED BY LOCAL, STATE, OR FEDERAL LAW. THIS POLICY APPLIES TO ALL TERMS AND CONDITIONS OF EMPLOYMENT, INCLUDING RECRUITING, HIRING, PLACEMENT, PROMOTION, TERMINATION, LAYOFF, TRANSFER, LEAVES OF ABSENCE, AND COMPENSATION.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Select...
Select...
Select...
Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Mechanical Licensing Collective’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.