Voice of the Customer/Customer Success, Senior Director

WHO WE ARE:

Zinnia is the leading technology platform for accelerating life and annuities growth. With innovative enterprise solutions and data insights, Zinnia simplifies the experience of buying, selling, and administering insurance products. All of which enables more people to protect their financial futures. Our success is driven by a commitment to three core values: be bold, team up, deliver value – and that we do. Zinnia has over $180 billion in assets under administration, serves 100+ carrier clients, 2500 distributors and partners, and over 2 million policyholders.

WHO YOU ARE:

As the Senior Director, Voice of the Customer (VoC), you will lead the development and execution of Zinnia’s customer feedback strategy, ensuring insights drive strategic decision-making across the organization. You will be responsible for designing and implementing frameworks that capture, analyze, and act on customer sentiment, working closely with cross-functional teams to enhance customer experience and drive business growth. This role requires a strategic and data-driven leader with deep expertise in customer insights, advocacy, and experience management within the tech industry.

WHAT YOU’LL DO:

• Customer and Partner Advisory Board:
  • Develop CAB and PAB processes and planning framework
  • Collaborate with internal stakeholders across product, sales, delivery, and client success to deliver an engaging and valuable quarterly experience for nominated customers and partners
  • Facilitate CAB and PA
  • Report out on activities and learnings to interested stakeholder
• Program Development and Management:
  • Design and implement a comprehensive Voice of the Customer program that includes surveys, focus groups, interviews, and other feedback mechanisms
  • Develop a structured approach to capturing, analyzing, and reporting on customer feedback
  • Map out the customer journey and identify gaps / weaknesses to address
  • Collaborate with cross-functional teams to ensure the VoC program aligns with business objectives and customer needs.
• Data Analysis and Reporting:
  • Analyze customer feedback data to identify trends, pain points, and opportunities for improvement.
  • Create and maintain dashboards, reports, and presentations that effectively communicate insights to stakeholders.
  • Monitor key performance indicators (KPIs) related to customer experience, satisfaction and loyalty.
• Customer Advocacy:
  • Act as a customer advocate within the organization, ensuring that customer feedback is heard and acted upon.
  • Work closely with business groups, product development, sales, and support teams to drive customer-centric improvements and mindset across the organization. 
  • Champion the VoC program and promote a culture of continuous improvement based on customer insights.
• Stakeholder Engagement:
  • Partner with internal stakeholders to understand their needs and ensure the VoC program provides actionable insights.
  • Facilitate regular meetings and workshops to share customer feedback and drive collaborative problem-solving.
  • Build strong relationships with key customers to gather in-depth insights and foster loyalty.
• Continuous Improvement:
  • Continuously evaluate and enhance the VoC program to ensure it remains relevant and effective.
  • Stay up-to-date with industry best practices and emerging trends in customer experience and feedback management.
  • Implement process improvements to increase efficiency and effectiveness of the VoC program.

WHAT YOU’LL NEED:

• Bachelor’s degree in Business Administration, or a closely related field, MBA preferred.
• 10+ years experience with a mix of management consulting, and B2B SAAS customer facing experience highly desirable
• Experience in financial services/FinTech a plus
• Strong analytical skills with the ability to translate data into actionable insights.
• Excellent communication and presentation skills.
• Experience with customer feedback tools and platforms.
• Ability to work collaboratively with cross-functional teams and influence without authority.
• Strong project management skills with the ability to manage multiple priorities.
• Passion for improving customer experiences and driving customer-centric change.
• Bias for action, entrepreneurial mindset, and focus on growth and scale.

WHAT’S IN IT FOR YOU?  

Zinnia offers excellent career progression and competitive compensation with the goal of retaining and growing talented team members. The salary range for this role is a good faith estimate, it is estimated based on what a successful candidate might be paid in certain Company locations. The salary range for this position is $190,000.00 to $240,000.00. All offers presented to candidates are carefully reviewed to ensure fair, equitable pay by offering competitive salaries that align with the individual’s skills, education, experience, training, and geographic location. The range may vary above or below the stated amounts. We offer great benefits, including health/dental insurance, parental leave, profit sharing, 401(k), incentive/bonus opportunity, tuition reimbursement, and so much more. We’re looking for the best and brightest innovators in the industry to join our team. At Zinnia, you collaborate with smart, creative professionals who are dedicated to delivering cutting-edge technologies, deeper data insights, and enhanced services to transform how insurance is done. Visit our website at www.zinnia.com for more information. Apply by completing the online application on the careers section of our website. We are an Equal Opportunity employer committed to a diverse workforce. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.

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