Voice of the Customer Chair Position Description

Term
One year: January 1 to December 31

Specific Duties and Responsibilities

  • Work with the section leadership committee (SLC) to:
    • develop
    • set goals and metrics
    • execute
    • report
    • maintain
    • the Voice of the Customer Committee's portion of the section's business plan, budget, and Performance Excellence Program (PEP) plan
  • Work with the SLC to collect and utilize voice of the customer data to recommend appropriate programs and services
  • Provide survey analyses to SLC. Discuss and verify assignment of responsibility for changes accepted by the SLC.
  • Ensure that all members are being communicated with regularly and in accordance with their preferences
  • Receive updates from the Society Voice of the Customer Committee regarding survey tool and voice of the customer initiatives; facilitate member unit participation in collaborative surveys
  • Be an advocate for member value, satisfaction, and loyalty
  • To the degree possible, attend all Section Leadership Committee and general membership meetings
  • Issue a final report to indicate accomplishments for the year and recommendations for the next year
  • Perform other tasks as assigned by the chair
  • Uphold society bylaws, policies and procedures, ASQ Code of Ethics including diversity and inclusion and the section operating agreement

 

Qualifications

  • The Voice of the Customer Chair may have access to Personally Identifiable Information and must be aware of and adhere to ASQ rules through GDPR training to protect that information.
  • Preferably, will have knowledge and experience in market research and statistical analysis.
  • Must be a Professional, Senior, or Fellow ASQ member in good standing and a member of the section
  • Must have basic knowledge of ASQ bylaws, policies and procedures, and section operations
  • Must be willing to provide an email address to ASQ and the section for ASQ and section communications
  • Must possess leadership, management, and organizational skills
  • The ideal candidate should have:
    • Interpersonal skills
    • Communication skills
    • Ability to resolve conflict/bring people to consensus
    • Project Management skills
    • Ability to prepare and lead a meeting and conference call
    • Financial acumen – ability to develop a budget and operate within it
    • Strategic thinking skills
  • Preferably will have prior experience as a committee chair or member
  • Preferably will have some prior experience in budgeting and business planning

 

Time Commitment
Approximately three hours per month (outside of section leadership and member meetings)