Welcoming, collaborative and having the opportunity to make an impact - is how our employees describe working here. Galileo is a financial technology company that provides innovative and revolutionary software products and services that power some of the world's largest Fintechs. We are the only payments innovator that applies tech and engineering capabilities to empower Fintechs and financial institutions to unleash their full creativity to achieve their most inspired goals. Galileo leads its industry with superior fraud detection, security, decision-making analytics and regulatory compliance functionality combined with customized, responsive and flexible programs to accelerate the success of all payments companies and solve tomorrow's payments challenges today. We hire energetic and creative employees while providing them the opportunity to excel in their careers and make a difference for our clients. Learn more about us and why we work here at https://www.galileo-ft.com/working-at-galileo.
About the role: We seek an experienced and strategic Head of Voice of Customer (VoC) to lead our efforts in capturing, understanding, and utilizing customer insights–their needs, wants, expectations, preferences, and dislikes. This role ensures customer feedback drives our product strategy and roadmap through a greater sense of customer empathy, helping to eliminate decision-making based on hunches and assumptions. As the bridge between our customers, front-line staff, and product teams, you will create, manage, and continuously improve our VoC program and develop Customer Advisory Boards (CAB) to foster customer-centricity in everything we do.
This is a unique opportunity to shape the product strategy of a market-leading enterprise software company by prioritizing customer feedback–ensuring that the customer's voice is not just heard but understood and acted upon. Your insights will impact the company's success by improving product innovation, customer satisfaction, and client loyalty–turning those customers into advocates of our solutions. Join a dynamic, collaborative team where your voice and vision will make a difference.
What you'll do: Develop and lead a comprehensive VoC program that continuously captures customer feedback to ensure a responsive product strategy.Establish and maintain formal CABs comprising key customers and stakeholders for key product lines, acting as a forum for strategic product discussions and feedback to align product direction with market needs.Continuously monitor industry best practices for VoC and customer advisory programs and implement necessary improvements.Develop metrics and KPIs to measure customer satisfaction, sentiment, and engagement, to gain insights into client retention, product adoption, and improvement opportunities.Establish interview protocols and focus group methodologies and employ supporting technology, such as tools to conduct surveys and determine sentiment analysis.Extract and interpret customer feedback data, identifying trends and actionable insights for the product teams.Conduct root cause analysis for customer complaints and issues to reveal underlying triggers and help prevent their recurrence.Present findings to senior leadership regularly by creating detailed data-driven reports and presentations.Act as the primary advocate for the customer within the product management organization, ensuring customer insights are integrated into product planning and prioritization processes.Collaborate with sales, marketing, and client success teams to align on marketing messaging, sales strategies, and client support practices.Celebrate with the organization when receiving positive client feedback to reinforce good practices and product capabilities.What you'll need: Bachelor's degree in Business, Marketing, Product Management, or related field; MBA or advanced degree preferred or equivalent work experience.10+ years of proven experience producing customer insights, conducting VoC analysis, managing CABs, or a similar role in an enterprise software or SaaS environment, preferably in the financial services industry.Experience acting internally as a customer champion and a catalyst for meaningful change to product strategy and roadmap.Strong understanding of customer feedback mechanisms, market research methodologies, and customer-centric product development.Robust data analytics and information visualization skills, including tools such as Excel, SQL, Tableau, or Google Analytics.Strong stakeholder collaboration, influencing, and communication skills.Ability to work effectively in a fast-paced, dynamic environment with a strong bias towards action and a sense of urgency.Fluency in a second language, such as Spanish or Portuguese, is preferred.Compensation and Benefits The base pay range for this role is listed below. Final base pay offer will be determined based on individual factors such as the candidate's experience, skills, and location. This role may also be eligible for a bonus and/or long term incentives. Your recruiter will provide more information to you. All roles are eligible for competitive benefits.
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