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Senior Voice of the Customer Program Manager

4 months ago

South Jordan, Utah, United States Ivanti Full time

Who We Are:

In today's work environment, employees use a myriad of devices to access IT applications and data over multiple networks to stay productive, wherever and however they work. Ivanti elevates and secures Everywhere Work so that people and organizations can thrive.

While our headquarters is in the U.S., half of our employees and customers are outside the country. We have 36 offices in 23 nations, with significant offices in London, Frankfurt, Paris, Sydney, Shanghai, Singapore, and other major cities around the world.

Ivanti's mission is to be a global technology leader enabling organizations to elevate Everywhere Work, automating tasks that discover, manage, secure, and service all their IT assets. Through diverse and inclusive hiring, decision-making, and commitment to our employees and partners, we will continue to build and deliver world-class solutions for our customers.

Our Culture - Everywhere Work Centered Around You

At Ivanti, our success begins with our people. This is why we embrace Everywhere Work across the globe, where Ivantians and our customers are thriving. We believe in a healthy work-life blend and act on it by fostering a culture where all perspectives are heard, respected, and valued.Through Ivanti's Centered Around You approach, our employees benefit from programs focused on their professional development and career growth.

We align through our core values by locking arms in collaboration, being champions for our customers, focusing on the outcomes that matter most and fighting the good fight against cyber-attacks. Are you ready to join us on the journey to elevate Everywhere Work?

Why We Need you

We are on a mission to deliver the best customer experience possible, and that starts with understanding our customers. As a member of our new Voice of the Customer team, you will help develop and manage a best-in-class VOC program, conduct qualitative and quantitative research, analyze results, and drive recommendations for action across the business. The ideal candidate will have research, strategy or marketing experience, and a customer-centric mindset.

What You Will Be Doing:

  • Manage the strategic design, implementation, and optimization of customer experience programs and initiatives that ensure a best-in-class customer experience
  • Directs activities to research best practices, establish metrics, and collect and analyze customer feedback
  • Manage the continual development, prioritization and overall health of Voice of Customer program
  • Oversee initiatives that derive from customer feedback with relevant stakeholders
  • Support existing customer programs driven by cross-functional partners and ensure findings are integrated into overall CX recommendations
  • Help ensure cross-functional partners understand the friction and pain-points along the stages of the customer lifecycle
  • Key interlocks: Marketing, Customer Success, Product Management and Sales

To Be Successful in The Role, You Will Have:

  • Prior experience developing, managing and reporting on customer experience programs and projects, such as journey mapping, focus groups, win/loss analysis, customer interviews, and touchpoint surveys
  • 5+ years of VoC/CX experience
  • Experience leading qualitative and quantitative projects and communicating results to audiences of all levels
  • Program and project management experience
  • Experience with customer experience management software (e.g., Qualtrics, Forsta, Medallia, Verint), a plus
  • A passion for customer-led growth.
  • Strong quantitative, qualitative and strategic thinking skills.
  • A willingness to embrace change and drive it where appropriate.

This job posting will remain active until a qualified candidate is identified.

At Ivanti, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Ivanti believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

If you require special assistance for the best interview experience, please contact us at

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Individuals seeking employment at Ivanti are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.