Director, Voice of the Customer

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.

 WORKING AT THE MLC

The MLC is committed to excellence, service and transparency. Our culture is collaborative, and our team works in a hybrid environment. On our team, you are respected, valued for your unique strengths and experiences, and empowered to identify and resolve your own challenges.

THE ROLE

In this role, you will be responsible for the strategy, design, implementation, and ongoing improvements of the user and Member experience for The MLC. You will ensure seamless user journeys while navigating the Portal and getting help; you will oversee the effective implementation of tools and processes; and you will use quantitative and qualitative data to execute an effective VoC strategy.

You will be a champion for our users and Members and partner closely with The MLC Member Experience teams, Marketing team, Technology team, and the like. You will lead a team of service designers, content specialists, and HubSpot administrators to ensure consistent world-class experiences to our Members.

QUALIFICATIONS

• Bachelor’s Degree or equivalent​ in a related field
• Seven years of experience in Voice of the Customer Strategy, Service Design, CX/UX Design or Research, Process Design, Product Design or Management or related field
• Five years of experience in people leadership and performance management 
• Strong quantitative & qualitative analysis skills
• Proven experience with CRMs, process mapping tools, experience design tools, and survey platforms such as HubSpot, Qualtrics, Userpilot, Miro, Figma etc.
• Multi-channel support experience preferred
• Certification in Lean Six Sigma (LSS) or experience in the application of LSS principles to achieve operational excellence preferred
• Music industry experience a plus

ESSENTIAL RESPONSIBILITIES

• Embracing The MLC’s leadership values and applying The MLC’s Guiding Principles to your team’s work
• Being process-oriented, data-driven, and tech-savvy; being collaborative, curious, and open to new ideas
• Building a diverse and dynamic team; mentoring team members; developing future leaders
• Inspiring others with your enthusiasm and humility

APPLY SYSTEMS THINKING & PROCESS IMPROVEMENT TOOLS BY:

• Directing continuous process improvement projects including integration of change management principles to act as a champion for desired outcomes. Developing and leading all activities.
• Analyzing how many components and dimensions of experience impact each other in a larger service ecosystem​ with a focus for strategic changes.
• Directing the process for designed experiences to align with the goals and vision of the business and add value to the end user.
• Identifying waste in the customer journey, adjusting the process to remove it and conducting ongoing assessment of tools, systems, process outputs and KPIs.

USE DATA ANALYSIS & SYNTHESIS EXPERTISE BY:

• Directing the process for extracting and integrating user & Member insights from multiple sources — qualitative and quantitative research findings, process output, analytics, customer feedback, ideation, strategic directives — to evaluate and suggest theories based on those insights.
• Conveying the user experience and its drivers to a variety of audiences in a way that is concise and impactful.
• Making data-driven recommendations for changes. ​

LEAD WITH PURPOSE BY:

• Cultivating a high-engagement environment where it’s clear how team members see how their day-to-day work contributes to the mission of the broader organization​.
• Equipping team members for individual success by helping them create development plans and providing access to the tools necessary to reach growth milestones.
• Regularly delivering constructive, actionable feedback.

YOU WILL CHAMPION THE MLC’S CULTURE BY:

• Embracing The MLC’s leadership values and applying The MLC’s Guiding Principles to your team’s work
• Being process-oriented, data-driven, and tech-savvy; being collaborative, curious, and open to new ideas
• Building a dynamic team; mentoring team members; developing future leaders
• Inspiring others with your enthusiasm and humility

THE MLC IS AN EQUAL OPPORTUNITY EMPLOYER 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.