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Voice of the Customer Senior Advisor (Hybrid Vancouver)



Customer Service
Vancouver, BC, Canada
Posted on Tuesday, November 21, 2023

About Boomi and What Makes Us Special

Are you ready to work at a fast-growing company where you can make a difference? Boomi aims to make the world a better place by connecting everyone to everything, anywhere. Our award-winning, intelligent integration and automation platform helps organizations power the future of business. At Boomi, you’ll work with world-class people and industry-leading technology. We hire trailblazers with an entrepreneurial spirit who can solve challenging problems, make a real impact, and want to be part of building something big. If this sounds like a good fit for you, check out boomi.com or visit our Boomi Careers page to learn more.

The role:

We’re looking for someone to lead customer research projects and guide our Voice of the Customer program. In this role, you will conduct research, identify trends and patterns in customer feedback, and recommend actionable solutions to enhance the overall customer experience. You will also collaborate closely with cross-functional teams to ensure that customer feedback is incorporated into product development and business strategies. We’re looking for someone self-motivated who takes initiative and gets things done.

This role requires strong analytical skills, knowledge of mixed research methods, experience with Qualtrics, and top-notch communication skills.

You will:

  • Conduct interviews, write and build surveys, and provide cross-functional guidance on survey and interview best practices

  • Analyze qualitative data to look for sentiment and themes, incorporating quantitative analyses as needed

  • Develop quarterly executive-level presentations on key themes and recommended actions

  • Manage customer research projects end-to-end (design, recruiting, data collection, and analysis)

  • Build, design, and manage surveys and listening posts within Qualtrics as well as manage multiple XM directories

  • Coach other employees on survey design and customer research

  • Aggregate voice of the customer data across the company and make it visible, accessible, and useful (e.g., via dashboards, presentations, internal websites)

  • Align data collection and metrics to business and strategic needs

  • Develop and maintain cross-functional close-the-loop processes (inner and outer loop)

  • Drive accountability across Boomi for considering and acting on customer feedback


  • Proven ability to "figure it out" and adapt to new challenges; we’re looking for someone who can roll up their sleeves, tackle challenges, and solve problems independently

  • Ability to understand strategic questions, formulate relevant hypotheses, and effectively analyze and visualize both qualitative and quantitative data

  • Ability to collect and analyze qualitative data through interviews & surveys

  • Ability to build, design, and manage surveys and listening posts in Qualtrics and to manage multiple XM directories

  • Experience conducting structured, rigorous qualitative research

  • Ability to develop effective executive-level communications

  • Previous customer insight work (for example, collecting/managing NPS data, customer journey mapping, or surveys)

  • 5+ years' relevant experience

Even better if you have:

  • Experience in a highly technical, B2B environment

  • CCXP or similar qualification preferred

  • Knowledge and experience in the Integration Platform as a Service (iPaaS) market

  • Relevant college or graduate degree

  • MBA and/or experience in management consulting

Boomi is committed to fair and equitable compensation practices. Base compensation for this position in our Vancouver hub ranges from $115,000 - $143,000 CAD annually + applicable bonus. Final compensation will be determined by various factors including the candidate’s knowledge, skills, experience, and geographic location.

Be Bold. Be You. Be Boomi. We take pride in our culture and core values and are committed to being a place where everyone can be their true, authentic self. Our team members are our most valuable resources, and we look for and encourage diversity in backgrounds, thoughts, life experiences, knowledge, and capabilities.

All employment decisions are based on business needs, job requirements, and individual qualifications.