Broadcast Music, Inc. | Sr. Director, Voice of Customer

5 days ago

nashville, United States Broadcast Music, Inc. Full time

POSITION SUMMARY
Defines the strategic vision for Voice of Customer discipline at BMI, aligning it with the company’s affiliate experience strategy. This role will be instrumental in shaping how our company listens to, understands, and acts on feedback, with a focus on enhancing product offerings and improving service experiences. Utilizes data, analytics and technological tools to drive actionable insights. Drives affiliate-centric culture across the entire organization. Acts as internal advisor on customer experience matters.
 

LOCATION
Nashville, TN office. BMI has transitioned back to working in the office on a regular hybrid schedule. At present, most team members are expected in the office three (3) days a week. Decisions regarding future transitions will take place in phases as BMI continues to closely monitor COVID-19 as employee safety is our priority.


FUNCTIONS OF THE JOB
Essential Functions: which may be representative but not all inclusive of those commonly associated with this position.


Strategic Vision and Leadership:

  • Develops and implements a comprehensive Voice of Customer program, including the collection, analysis, and dissemination of customer feedback across all touchpoints of the affiliate journey.
  • Leads the development of customer segmentation, personas, and journey maps to identify key touchpoints and pain points in the customer experience, working collaboratively with cross-functional teams to optimize each stage of the journey.
  • Fosters a high-performing culture of continuous improvement by monitoring key performance metrics, conducting root cause analysis of issues, and working with key stakeholders to implement initiatives to address systemic problems and drive positive change.

Insights & Data Utilization:

  • Builds and oversees the execution of a structured VoC roadmap, incorporating both relationship and transactional surveys to effectively measure customer satisfaction (e.g., CSAT, NPS).
  • Leverages VoC tools and platforms to analyze feedback data, identify trends, and translate insights into actionable recommendations.
  • Develops business cases for customer-driven improvements to product features, service delivery, and processes, supported by robust data and analytics.

Organizational Influence:

  • Acts as the primary advisor for the voice of the customer within the organization, effectively communicating insights and improvement initiatives to key stakeholders.
  • Works closely with leadership to embed voice of customer insights into decision-making processes and company strategies and drives improvements across the organization.

Decision Making:

  • Translates customer insights to make high-impact strategic recommendations on product development and customer service process based on comprehensive voice of customer data.
  • Ensures optimal allocation of resources to maximize customer satisfaction and business outcomes.

Other:

  • Monitors industry trends and innovations in VoC tools, methodologies, and analytics to ensure the program remains cutting-edge and relevant.
  • Regular attendance.
  • Other duties as assigned.
  • Supports our BMI Core Values and cultivates a culture of diversity and inclusion.

POSITION QUALIFICATION REQUIREMENTS

Education: Bachelor’s Degree in Business, Marketing, Psychology, or a related field.

Experience: Minimum seven (7) years or progressive experience in roles related to customer experience, market research, or consumer insights.

SKILLS AND ABILITIES 
Which may be representative but not all inclusive of those commonly associated with this position.

  • Proven track record of success in developing and implementing Voice of Customer programs in a complex, cross-functional organization.
  • Experience in relationship and transactional survey design and other feedback collection methodologies.
  • Strong knowledge of customer satisfaction metrics (e.g., CSAT, NPS) and their application in driving improvements.
  • Strong analytical skills with the ability to derive actionable insights from customer feedback data.
  • Excellent communication and presentation skills, with the ability to effectively influence and collaborate with stakeholders.
  • Strategic thinker with a customer-centric mindset and a passion for driving positive change.
  • Experience with VoC technology platforms and tools.
  • Project management experience and proficiency in data analysis tools is a plus.
  • Passion for music creators and culture desired.
  • Proficient in Microsoft Office.

SALARY RANGE
The specific base salary offered to a successful applicant will be based on individual qualifications, skills, experience, and education. The pay range is subject to change at any time based on various internal and external factors. The position may also be eligible for one or more performance-based bonuses. In addition to cash compensation, BMI offers a competitive portfolio of benefits to its employees, as described below.

What We Give to You:

  • Health, dental, and vision insurance
  • 401K with employer match
  • Flexible spending accounts
  • Paid vacation and paid sick/personal time
  • 12 paid calendar holidays
  • Paid volunteer time off
  • Summer hours that offer more time for fun in the sun
  • Company paid life insurance
  • Up to 12 weeks paid parental leave
  • Tuition assistance for qualified team members
  • Commuter benefits (New York)
  • Amazing and engaging culture
  • Employee Resource Groups

BROADCAST MUSIC, INC. IS AN EQUAL OPPORTUNITY EMPLOYER: All applicants will receive equal opportunity for employment without regard of race, color, sex, religion, nationality, age, sexual orientation, gender identity and/or expression, veteran’s or marital status, disability, or any other cultural factor.

#LI-Hybrid

  • Broadcast Music, Inc. | Sr. Director, Voice of Customer

    2 weeks ago

    nashville, United States Broadcast Music, Inc. Full time

    POSITION SUMMARY Defines the strategic vision for Voice of Customer discipline at BMI, aligning it with the company’s affiliate experience strategy. Drives affiliate-centric culture across the entire organization. Utilizes analytics and technological tools to drive actionable insights. Acts as internal advisor on customer experience...

  • Broadcast Music, Inc. | Sr. Director, Voice of Customer

    5 days ago

    nashville, United States Broadcast Music, Inc. Full time

    POSITION SUMMARY Defines the strategic vision for Voice of Customer discipline at BMI, aligning it with the company’s affiliate experience strategy. This role will be instrumental in shaping how our company listens to, understands, and acts on feedback, with a focus on enhancing product offerings and improving service experiences. Utilizes data, analytics...

  • Director of Customer Experience Transformation

    5 days ago

    Nashville, Tennessee, United States Broadcast Music, Inc. Full time

    Transform the Voice of Customer Discipline at BMIBroadcast Music, Inc. seeks a seasoned Sr. Director, Voice of Customer to drive strategic vision and leadership for our affiliate experience strategy.This pivotal role will shape how we listen, understand, and act on customer feedback, enhancing product offerings and improving service experiences. Utilizing...

  • Broadcast Music, Inc. | Sr. Director, Voice of Customer

    2 weeks ago

    Nashville, TN, United States Broadcast Music, Inc. Full time

    POSITION SUMMARY Defines the strategic vision for Voice of Customer discipline at BMI, aligning it with the company’s affiliate experience strategy. Drives affiliate-centric culture across the entire organization. Utilizes analytics and technological tools to drive actionable insights. Acts as internal advisor on customer experience...

  • Sr. Director, Voice of Customer

    2 weeks ago

    nashville, United States Broadcast Music, Inc. Full time

    POSITION SUMMARY Defines the strategic vision for Voice of Customer discipline at BMI, aligning it with the company’s affiliate experience strategy. Drives affiliate-centric culture across the entire organization. Utilizes analytics and technological tools to drive actionable insights. Acts as internal advisor on customer experience...

  • Sr. Director, Voice of Customer

    4 weeks ago

    nashville, United States Broadcast Music, Inc. Full time

    POSITION SUMMARY Defines the strategic vision for Voice of Customer discipline at BMI, aligning it with the company’s affiliate experience strategy. Drives affiliate-centric culture across the entire organization. Utilizes analytics and technological tools to drive actionable insights. Acts as internal advisor on customer experience...

  • Sr. Director, Voice of Customer

    3 weeks ago

    Nashville, TN, United States Broadcast Music, Inc. Full time

    POSITION SUMMARYDefines the strategic vision for Voice of Customer discipline at BMI, aligning it with the company’s affiliate experience strategy. Drives affiliate-centric culture across the entire organization. Utilizes analytics and technological tools to drive actionable insights. Acts as internal advisor on customer experience...

  • Sr. Director, Voice of Customer

    5 days ago

    nashville, United States Broadcast Music, Inc. Full time

    POSITION SUMMARY Defines the strategic vision for Voice of Customer discipline at BMI, aligning it with the company’s affiliate experience strategy. This role will be instrumental in shaping how our company listens to, understands, and acts on feedback, with a focus on enhancing product offerings and improving service experiences. Utilizes data, analytics...

  • Sr. Director, Voice of Customer

    2 weeks ago

    Nashville, United States Broadcast Music, Inc. Full time

    POSITION SUMMARYConsidering making an application for this job Check all the details in this job description, and then click on Apply.Defines the strategic vision for Voice of Customer discipline at BMI, aligning it with the company’s affiliate experience strategy. Drives affiliate-centric culture across the entire organization. Utilizes analytics and...

  • Sr. Director, Voice of Customer

    3 weeks ago

    Nashville, United States Broadcast Music, Inc. Full time

    POSITION SUMMARYConsidering making an application for this job Check all the details in this job description, and then click on Apply.Defines the strategic vision for Voice of Customer discipline at BMI, aligning it with the company’s affiliate experience strategy. Drives affiliate-centric culture across the entire organization. Utilizes analytics and...

  • Broadcast Music, Inc. | Collection Services Representative

    2 weeks ago

    nashville, United States Broadcast Music, Inc. Full time

    POSITION SUMMARY Collects the maximum amount of overdue fees from customers according to the terms of each music performance agreement. Fosters customer relations and facilitate fee-dispute resolution. Interacts with Licensing, Accounting and Audit representatives to resolve outstanding issues. LOCATION Nashville, TN office. BMI has transitioned back to...

  • Broadcast Music, Inc. | Distribution

    2 weeks ago

    nashville, United States Broadcast Music, Inc. Full time

    POSITION SUMMARY Performs various administrative tasks, resolving counterclaims, administering departmental mailboxes, and fulfilling various ad hoc requests in order to achieve departmental goals and provide excellent customer service to internal and external customers. LOCATION Nashville, TN office. BMI has transitioned back to working in the office on a...

  • Broadcast Music, Inc. | Sr. Director, Enterprise Applications

    2 weeks ago

    nashville, United States Broadcast Music, Inc. Full time

    POSITION SUMMARY Responsible for assisting with the management of all aspects of software application development at BMI – both with regard to legacy and new software applications. Accountable for creating, leading, managing and mentoring the teams responsible for application development at BMI in accordance with BMI’s Enterprise Application delivery...

  • Broadcast Music, Inc. | Sr. Manager, Software Development TN | nashville, tn

    3 days ago

    Nashville, United States Broadcast Music, Inc. Full time

      POSITION SUMMARY  Assists with the design and implementation of all aspects of software application development at BMI with a specific focus on platform modernization, cloud native development, and back-end systems. Creates, leads, manages and mentors the teams responsible for application development at BMI in accordance with BMI’s Enterprise...

  • Broadcast Music, Inc. | Distribution

    3 days ago

    Nashville, United States Broadcast Music, Inc. Full time

    POSITION SUMMARYResponsible for performing various administrative tasks, including processing administration agreements, resolving counterclaims, administering departmental mailboxes, and fulfilling various ad hoc requests in order to achieve departmental goals and provide excellent customer service to internal and external customers.LOCATIONNashville, TN...

  • Broadcast Music, Inc. | Distribution

    7 days ago

    nashville, United States Broadcast Music, Inc. Full time

    POSITION SUMMARY Responsible for performing various administrative tasks, including processing administration agreements, resolving counterclaims, administering departmental mailboxes, and fulfilling various ad hoc requests in order to achieve departmental goals and provide excellent customer service to internal and external customers. LOCATION Nashville,...

  • Broadcast Music, Inc. | Director, Software Development TN | nashville, tn

    2 weeks ago

    nashville, United States Broadcast Music, Inc. Full time

      POSITION SUMMARY   Assists with the design and implementation of all aspects of software application development at BMI with a specific focus on platform modernization, cloud native development, and back-end systems. Creates, leads, manages and mentors the teams responsible for application development at BMI in accordance with BMI’s Enterprise...

  • Broadcast Music, Inc. | Director, Software Development TN | nashville, tn

    4 days ago

    Nashville, United States Broadcast Music, Inc. Full time

      POSITION SUMMARY  Assists with the design and implementation of all aspects of software application development at BMI with a specific focus on platform modernization, cloud native development, and back-end systems. Creates, leads, manages and mentors the teams responsible for application development at BMI in accordance with BMI’s Enterprise...

  • Broadcast Music, Inc. | Affiliate Case Management Specialist

    2 weeks ago

    nashville, United States Broadcast Music, Inc. Full time

    POSITION SUMMARY Responsible for providing excellent customer service to our songwriter and publisher customers. Ensure customer satisfaction by addressing complex and escalated inquires, resolving issues, and providing support with professionalism and empathy. LOCATION Nashville, TN office. BMI has transitioned back to working in the office on a regular...

  • Broadcast Music, Inc. | Sr. Financial Analyst

    2 weeks ago

    nashville, United States Broadcast Music, Inc. Full time

    POSITION SUMMARY Conducts financial and market analysis for Licensing with a focus on pricing components in General Licensing (GL) Licenses and maximizing revenue.  Reviews financial data and licensing agreements to understand trends and communicates opportunities for improvement. Assists management at various stages of licensing market review analysis....