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Customer Experience Director
Associa
Lead VOC program, integrate feedback with performance data to improve customer experience.
8d ago
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Richardson, TX
Hybrid
Company Size
15,000 Employees
Service Specialisms
Community Management
Property Management
Consulting
Technical Services
HOA Management
Employee Development
On‑Call Maintenance
Roadside Assistance
Sector Specialisms
Industrial
Energy
Infrastructure
Buildings
Residential
Commercial
Water Resources
Heavy Civil
Role
What you would be doing
data integration
survey design
voc program
insight reporting
team leadership
cross‑functional collaboration
- Partner with analytics teams to ensure survey data is integrated into enterprise data platforms for broader analysis.
- Define VOC objectives, success metrics, and governance to ensure consistent feedback capture and action.
- Champion a customer-first culture across all levels of the organization.
- Oversee the analysis of customer sentiment trends and their correlation with operational performance.
- Establish and monitor “close the loop” processes to ensure customers see tangible responses to their input.
- Apply best practices in question design, sampling, and survey methodology to maximize response quality and accuracy.
- Oversee day-to-day operations, ensuring timely execution of surveys, interviews, and feedback collection.
- Integrate inferred data sources (e.g., delivery timelines, SLA compliance, defect rates) into VOC analysis for a holistic customer view.
- Manage survey deployment schedules across multiple customer segments and geographies.
- Oversee the design of customer surveys, ensuring alignment with business goals and customer journey touchpoints.
- Partner with product, operations, marketing, and support teams to implement feedback-driven improvements.
- Monitor and optimize survey response rates, proactively identifying ways to reduce survey fatigue while increasing engagement.
- Tell the story of the customer experience in a compelling way that drives organizational action.
- Manage and mentor the VOC team, providing clear goals, guidance, and professional development opportunities.
- Deliver regular VOC reports, dashboards, and executive presentations combining direct feedback with performance metrics.
- Build cross-functional alignment around VOC insights and recommendations.
- Incorporate operational and performance data—such as product and service delivery KPIs, SLA adherence, and quality metrics—to identify root causes of customer sentiment.
- Ensure insights are actionable, prioritized, and aligned with business objectives.
- Lead the development, execution, and continuous improvement of the Voice of the Customer program.
- Consolidate customer feedback from surveys, call transcripts, support tickets, social media, and other listening posts.
What you bring
analytical
bachelor's
survey design
qualtrics
tableau
leadership
- Strong analytical skills with experience combining customer feedback and operational performance data.
- Bachelor’s degree in Business, Marketing, Communications, or related field.
- Proven experience designing, executing, and managing customer survey programs.
- Proficiency with survey platforms (e.g., Qualtrics, Salesforce Feedback Management, Survey Monkey) and data visualization tools (e.g., Tableau, Power BI).
- 5+ years in customer experience, insights, or related roles, with at least 2 years in a leadership capacity.
Information not given or found
Training + DevelopmentInformation not given or found
Interview process
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Visa SponsorshipInformation not given or found
Security clearanceInformation not given or found
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Company
Overview
1979
Year Founded
The company was established in 1979 in Dallas.
300+ Branches
Branches Globally
Associa has expanded to over 300 locations worldwide through steady growth and acquisitions.
7.5M Residents
Residents Served
They provide property management services to over 7.5 million residents globally.
- It emerged as a pioneer in comprehensive community management.
- It oversees operations for homeowners associations, condos, master-planned communities, and mixed-use developments.
- Its financial backbone supports large-scale budgeting, accounting, insurance, and administrative services.
- Routine projects include maintenance coordination, property restoration, lifestyle programming, and financial oversight.
- They’ve built a proprietary training platform, Associa University, to upskill staff and maintain service excellence.
- Unusually, they've integrated social sponsorships—like youth-sports grants—to enhance neighborhood engagement.
- Service
- Innovation
- Family
- Integrity
- Loyalty
$100,000
Disaster Relief Contribution
Provided disaster relief funds to support communities affected by Central Texas floods in July 2025.
- No explicit net‑zero or sustainability targets found on corporate site
- Corporate Responsibility section highlights support for communities during disasters
- No specific data‑driven environmental goals or net zero target date publicly disclosed
58% female
Employee Demographics
Refers to the percentage of female employees in the company's workforce.
52% people of color
Employee Diversity
Indicates the percentage of employees who identify as people of color.
- Established Associa Women’s Network to support women’s career growth and education
- Established Associa Multicultural Network to support cultural and ethnic understanding
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