Senior Customer Experience & Advocacy Consultant

Senior Customer Experience & Advocacy Consultant

Requirements

• 5+ years of experience in Customer Experience, Customer Marketing, Community Management, or a related customer-facing role.
• Proven experience independently managing customer advocacy, feedback programs, or community platforms.
• Demonstrated success leading cross-functional initiatives across teams like Support, Marketing, Product, or Account Management.
• Proficiency with customer engagement tools such as NPS/CSAT platforms, Intercom, ChurnZero, or community/review platforms (e.g. Trustpilot).
• Proven ability to manage administrative workflows, organize data or insights, and support program operations.
• Ability to synthesize customer feedback into executive-ready insights or and translate customer feedback into business recommendations.
• Experience contributing to the design, evolution and scaling of customer experience programs.

Responsibilities

• Own the collection and monitoring of customer feedback across global review sites and aggregate feedback across platforms into internal VOC systems.
• Respond to public reviews, balancing brand tone with empathy and clarity.
• Analyze qualitative and quantitative feedback to identify themes, trends, emerging issues and opportunities for business improvement.
• Synthesize insights into consumable reports, executive summaries and recommendations that inform leadership decision-making and cross-functional prioritization.
• Monitor sentiment trends over time and escalate emerging risks or opportunities to business leaders.
• Lead the redesign and optimization of existing manual feedback aggregation and management processes, identifying opportunities to streamline, automate and scale feedback operations for long-term sustainability.
• Independently lead the identification, development and execution of customer story opportunities aligned to business objectives, industry verticals and market segments.
• Partner with Marketing and Account Management to build and maintain a robust pipeline of referenceable customers.
• Contribute to advocacy campaign planning and support internal enablement on how to leverage customer stories across the business.
• Own assigned workstreams within the Voice of Customer program and identify opportunities for program improvement.
• Collaborate with internal partners to evolve feedback mechanisms and program cadence to improve response rates, data quality and insight relevance.
• Support the development of feedback frameworks that integrate with cross-functional reporting and business reviews.
• Lead special projects or pilots to enhance how customer feedback is captured, analyzed and actioned across the organization.
• Independently manage assigned community programs that foster customer connection, knowledge sharing and engagement.
• Monitor community activity to identify rising voices and potential customer challenges.
• Propose and implement new community initiatives (i.e., AMAs, forums, advisory boards) that strengthen customer participation and loyalty.
• Partner with cross-functional teams to align community content and programming with broader customer experience and product initiatives.
• Serve as the lead program owner for assigned advocacy, feedback and engagement initiatives, coordinating with stakeholders across Support, Product, Marketing, Customer Experience and Sales.
• Facilitate cross functional workstreams, pilots and initiatives that improve how customer feedback is leveraged to drive business decisions.
• Actively contribute to the Customer Experience & Advocacy roadmap, sharing insights, trends and recommendations that inform evolving program direction.
• Build strong relationships with internal partners to advocate for customer needs and help prioritize experience improvements across the customer journey.

Preferred Qualifications

No preferred qualifications provided.