WelcometoSSM · 2 hours ago
Voice of Customer Program Manager
Ontario, CA
Full-time
Onsite
Mid, Senior Level
CA$78K/yr - CA$118K/yr
3+ years expOntario Lottery and Gaming (OLG) is seeking a Voice of Customer Program Manager to lead the design and management of a comprehensive VoC program. This role involves developing customer feedback systems to enhance satisfaction and loyalty, collaborating across teams to integrate insights into decision-making, and optimizing customer journeys through data analysis and strategic initiatives.
Civic & Social Organization
Responsibilities
Own day-to-day VoC program operations for specific listening posts, including survey deployments, data quality, access management, and response monitoring
Lead cross-functional planning and execution of VoC initiatives, including continuous optimization of listening posts, and CSAT performance tracking and action planning
Work closely with teams across marketing, product, customer care, retail, analytics, CX and insights to embed VoC insights into decision-making
Maintain governance documentation, playbooks, risk assessments, and ensure compliance with data privacy and ethical standards
Design and continuously refine listening strategies across the customer journey using a mix of methods (e.g., app intercepts, email surveys) and data sources (e.g., surveys, call logs, social), ensuring insights are purposeful, actionable, and connected to key moments that matter and drive business outcomes
Apply A/B testing, sampling methodologies, and targeting rules to improve data quality and reduce survey fatigue
Ensure all listening activities align with governance standards and regulatory requirements
Track, monitor and analyze key CX metrics and KPIs across touchpoints
Conduct root cause analysis to uncover drivers of satisfaction, pain points, and emerging trends
Apply advanced analytics (e.g., regression, clustering, sentiment scoring) and integrate VoC data with operational and behavioral data – supporting predictive modeling and proactive experience design
Leverage AI and conversational analytics tools to extract deeper insights
Develop dynamic dashboards and insight reports that translate data into compelling, actionable stories, empowering stakeholders to make informed decisions
Partner with internal product stakeholders to identify friction points and track resolution progress
Design and optimize automated closed-loop feedback processes, monitoring resolution effectiveness and sentiment shifts
Create business cases and CX impact stories that demonstrate the value of customer-driven improvements
Qualification
Required
Post-secondary degree/diploma or equivalent in a relevant discipline such as customer research, business, statistics, or social sciences
Strong understanding of CX strategy and key customer metrics, including NPS, CSAT, and CES
Knowledge of research methodology, including survey design, sampling strategies, and bias mitigation
Understanding of data privacy and compliance considerations in customer feedback programs
Knowledge of integrating VoC data with CRM, BI, and operational systems to enable closed-loop feedback
3+ years managing Voice of Customer programs, and 2+ years in Customer Experience, Customer Insights, or a related role
Proven track record of driving measurable impact through VoC and CX initiatives
Demonstrated ability to scale VoC programs from pilot to enterprise-wide initiatives
Experience developing and implementing VoC governance and maturity frameworks
Research & Survey Design – skilled in designing effective surveys using best practices in research methodology; ability to evaluate and apply sampling strategies and mitigate bias in feedback collection
Dashboards, Insights & Analytics – proficient in dashboarding, storytelling, and translating feedback into strategic insights; experience with root cause analysis, predictive modeling, and sentiment analytics
Communication and Collaboration – strong communicator with ability to influence stakeholders and drive cross-functional alignment; experienced in enabling teams to act on VoC insights
Project Management and Execution – detail-oriented with strong project management skills; able to manage competing priorities in a fast-paced environment; committed to continuous improvement and customer-centric innovation
Preferred
Familiarity with the offline and online gaming and/or retail industry is an asset
Hands-on experience with customer experience management platforms such as Qualtrics and Medallia training certifications is an asset
Experience using Qualtrics machine learning tools and AI models including Topics in TextIQ and Conversational Analytics in XM Discover is an asset
Benefits
Group Benefits Plan: Eligible employees and dependents have access to comprehensive, employer-paid group benefits coverage (permanent employees only).
Public Service Pension Plan: Participation in a highly desirable defined benefit pension plan.
Variable Pay Program: Participation in a performance-based incentive plan that recognizes organizational and individual achievements (permanent employees only).
Paid Time-Off: Competitive paid time-off provisions to support work-life balance and well-being.
Growth Focus: Become your best self with access to new opportunities and personalized support programs.
Comprehensive Learning: 24/7 access to robust online learning programs.
Equity, diversity, and inclusion: Core to OLG’s culture, empowering employees to bring their authentic selves and make a meaningful impact across Ontario.
Company
WelcometoSSM
Sault Ste. Marie defines work, life balance & affordability in a welcoming, urban setting with quick access to outdoor adventure.
1001-5000 employees
Funding
Current Stage
Late StageCompany data provided by crunchbase