Senior Specialist, Voice of the Customer

POSITION SALARY - $65,000 to $75,000

POSITION SUMMARY:
The Senior Specialist, Voice of the Customer, will be an integral member of the Patron Experience team, responsible for supporting Tauck’s guest feedback process. As a customer-centric organization, Tauck relies heavily on direct guest feedback to drive future tour enhancements. All Tauck guests complete paper comment cards on the last day of their tour that provide key insights into our individual tour performance and all components throughout their experience. Comment card feedback and metrics are carefully reviewed and assessed across internal departments, as well as shared with suppliers and partners globally. This feedback also provides a closed-loop opportunity to reach out to our guest’s post-tour as needed.

This role will be responsible for managing the end-to-end overall cycle of comment card processing –intake & distribution, reading, and tracking – to ensure all comment cards are processed in a timely and accurate manner. This position serves as the primary resource to provide guidance and support to the reader team, maintain records, and collaborate with internal departments - all with the shared goal of ensuring that the voice of the customer is disseminated and actioned as needed.

KEY RESPONSIBILITIES:

• Workflow Planning & Coordination:
• Responsible for preparing monthly comment card tracking reports to organize projected intake of sets.
• Manage the daily collection, organization and logging of all incoming comment cards, focused on meeting assigned business goals for turn-around time and following up on any missing sets.
• Develop and manage weekly reader schedules to meet processing deadlines.
• Partner with Guest Relations and Product Management teams for any sets that require follow-up or special handling.
  

Team Leadership:

• Lead annual hiring, onboarding & training of seasonal comment card readers to ensure consistency and accuracy of processing.
• Oversee and coordinate the work of part-time and seasonal comment card readers, providing guidance, training, and support as needed throughout the year.
• Partner with management team to forecast and plan for seasonal staffing needs to support both remote and in-office tasks.
  

Process Ownership:

• Serve as the primary resource for Comment Card procedures, process, and associated systems, including acting as a liaison with the IT department for any system support.
• Guide and support system enhancements to drive process efficiencies, including annual comment card refresh and evolving requirements/needs for new product development.
• As AI capabilities are piloted and launched across product lines, provide support for any associated process change management – e.g. scanning in comment cards to AI tool, new reader tools, etc.
  

Post-Tour Care Support:

• Participate in weekly Guest Experience meetings, providing relevant Comment Card feedback and supporting information.
• Own mailing process of post-tour letters to guests; support any quality assurance needs as enhancements are introduced.
• Partner closely with Guest Relations team to monitor guest feedback on tours flagged for potential post-tour recovery efforts.

SKILLS & QUALIFICATIONS:

• Supervisor experience coordinating and managing daily workflow & hourly resource scheduling
• Strong interpersonal skills with the ability to train, guide, and support team members
• Demonstrated proficiencies in various computer applications, notably Excel
• Superb organizational skills with attention to detail
• Strong communication skills, both written and verbal
• Ability to work independently, troubleshoot challenges, and exercise sound judgment
• Based in the Wilton, CT office with flexibility to be in office 4-5 days a week as needed