Liberty · 2 days ago
Manager, Voice of the Customer Insights
Joplin, MO
Full-time
Onsite
Mid, Senior Level
5+ years expLiberty is a growing renewable energy and utility company committed to sustaining energy and water for life. The Manager of Voice of the Customer is responsible for developing and executing the Market Research and Customer Satisfaction Program to enhance customer sentiment and operational efficiency, while guiding a team of analysts and collaborating with stakeholders to drive improvements.
EnergyRecyclingRenewable EnergySustainabilityWaste ManagementWater
Responsibilities
Oversee Liberty’s Voice of the Customer Program ensuring the enterprise utilizes customer feedback through surveying and feedback programs
Recommend and implement process improvements based on data insights
Support the Manager of Data Analytics and Manager Voice of Customer with process design and workshops to jointly improve Liberty’s Customer Excellence
Jointly develop long-term plans for business transformation, technology adoption, and workforce optimization
Lead and mentor Analysts
Work with cross-functional teams to analyze operational data for trend identification, inefficiencies, and opportunities
Stay informed on industry trends and regulatory changes
Conduct external research using market research standards
Identify opportunities, design and plan operational strategies aligned with organizational goals
Brief cross-functional team members on Customer sentiments to improve service reliability, cost efficiency, and customer satisfaction
Collaborate with internal and external stakeholders
Provide data-driven updates to leadership regarding improvement initiatives, results, and recommendations
Identify opportunities to improve Customer Excellence, implement industry best practices, and KPI’s
Qualification
Required
Bachelor's degree in Business, Operations, or a related field (or equivalent experience)
Prior experience associated with market research and customer feedback programs
5+ years of experience in a large-scale utility or regulated industry contact center environment
3+ years management experience
Strong proficiency in market research
Preferred
Certifications in market research are an asset
Operational experience is an asset
Benefits
401k with Company match
Full insurance benefits starting day 1 (health/dental/vision/life)
Collaborative environment with a genuine flexible working policy
Share purchase/match plan
Defined Contribution savings plan
Top Talent Program
Volunteer paid days off
Employee Assistance Program
Achievement fund
Company
Liberty
The services we provide directly affect and are essential to our customers’ quality of life and wellbeing.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Wendy Deckard
Human Resources Business Partner
Recent News
Missouri Business Alert
2025-07-24
San Francisco Chronicle
2025-05-17
Company data provided by crunchbase