WEX · 4 hours ago
Director, Voice of the Customer
United States
Full-time
Remote
Senior Level, Lead/Staff
$182K/yr - $231K/yr
8+ years expWEX is a leading company in the financial technology sector, and they are seeking a Director of Voice of the Customer. This role involves building and leading an enterprise-grade VoC program that integrates customer feedback into product and business decisions, leveraging AI and analytics to drive actionable insights and measurable outcomes.
Financial ServicesFinTechPaymentsSoftware
Responsibilities
Lead and develop a small but high-impact team responsible for delivering enterprise VoC capabilities with speed, quality, and focus
Set a bold strategy and roadmap, ensuring disciplined execution and measurable outcomes
Coach and empower team members while fostering a culture of customer obsession, analytical rigor, and continuous improvement
Establish and operationalize a cohesive Voice of the Customer strategy that directly informs product, investment, and experience decisions
Build a scalable VoC hub that integrates survey insights, customer listening, and sentiment signals into enterprise action loops
Lead quantitative analysis of loyalty metrics, transactional feedback, and leading indicators to uncover what truly drives retention, growth, and customer lifetime value
Synthesize verbatims, call transcripts, social signals, and customer interviews into clear priorities and product opportunities
Translate customer insights into measurable business impact, improving retention, expansion, and revenue outcomes
Partner with Product and Commercial leaders to connect VoC signals to loyalty economics and financial performance
Apply AI techniques (e.g., sentiment modeling, automated theme detection, insight summarization) to accelerate understanding of customer needs and pain points
Partner with data and product teams to build modern VoC dashboards and insight pipelines
Serve as a trusted partner to Product, Commercial, Marketing, Operations and Technology leaders to ensure customer insights translate into measurable change
Create governance and closed-loop mechanisms that ensure feedback drives follow-through, not just reporting
Qualification
Required
8+ years in customer insights, product strategy, analytics, or VoC/CX leadership roles
Demonstrated people leadership experience, including building, managing, and developing high-performing teams
Proven ability to set strategy and deliver scalable programs that connect customer feedback to business and product decisions
Deep expertise in quantitative analytics, customer sentiment measurement, and insight storytelling
Experience working with modern data platforms, survey tools, and AI-driven insight workflows
Strong instinct for what customer signals matter most, and how to translate insights into product and experience improvements
Executive polish and the ability to influence across senior stakeholders
Comfortable operating in ambiguity while building durable enterprise capabilities
Deeply curious: always seeking to understand, digs deeper, challenges first assumptions
Builder mindset: energized by creating something foundational and scalable
Analytical storyteller: rigorous with data, clear with narratives
Customer-obsessed, product-oriented, AI-forward
Benefits
Health, dental and vision insurances
Retirement savings plan
Paid time off
Health savings account
Flexible spending accounts
Life insurance
Disability insurance
Tuition reimbursement
And more
Company
WEX
Wex is a financial technology service provider for fleet, travel and healthcare industries.
5001-10000 employees
H1B Sponsorship
WEX has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (22)
2024 (10)
2023 (12)
2022 (20)
2021 (14)
2020 (18)
Funding
Current Stage
Public CompanyTotal Funding
$900MKey Investors
Warburg Pincus
2025-02-25Post Ipo Debt· $500M
2020-06-30Post Ipo Equity· $90M
2020-06-30Post Ipo Debt· $310M
Leadership Team
Melissa Smith
Chair and Chief Executive Officer
Sachin Dhawan
Chief Technology Officer
Recent News
Morningstar.com
2026-01-22
2026-01-20
2026-01-20
Company data provided by crunchbase