--- title: 'Voice of the Customer at Fictiv' canonical: 'https://feeny.ai/job/voice-of-the-customer-fictiv-schaumburg-w82vcp4x1nxh' type: 'job' last_seen: '2026-09-11' --- # Voice of the Customer at Fictiv - **Company:** Fictiv - **Location:** Schaumburg, IL - **Posted:** 2026-09-02 - **Last confirmed live:** 2026-09-11 - **Apply:** https://job-boards.greenhouse.io/fictiv/jobs/8757553002 ## Job description ## About MISUMI Americas MISUMI Americas, a division of MISUMI Group, is a leading provider of standard, configurable, and custom manufacturing solutions. By integrating a vast catalog of components with a world-class digital manufacturing platform, MISUMI Americas empowers engineers and procurement teams to accelerate innovation across the entire product lifecycle. With operations in the San Francisco Bay Area and Chicago, the company serves as a vital partner for the most innovative companies in the Americas. About MISUMI | Fictiv: MISUMI Americas, a division of MISUMI Group, is a leading provider of standard, configurable, and custom manufacturing solutions. By integrating a vast catalog of components with a world-class digital manufacturing platform, MISUMI Americas empowers engineers and procurement teams to accelerate innovation across the entire product lifecycle. With operations in the San Francisco Bay Area and Chicago, the company serves as a vital partner for the most innovative companies in the Americas. Impact in this Role The Voice of Customer (VOC) Coordinator plays a central role in translating customer feedback into actionable business intelligence. Working at the intersection of customer experience, data analysis, and cross-functional collaboration, this individual owns the end-to-end lifecycle of customer survey feedback — from initial intake and triage through root cause investigation, cross-departmental engagement, and direct customer follow-up. The VOC Coordinator is responsible for ensuring that every piece of customer feedback is heard, categorized, and acted upon, and that the insights derived from that feedback are clearly communicated to the business to drive continuous improvement in both front-end and back-end processes. This role is critical to our customer obsession strategy. The VOC Coordinator serves as the voice of the customer inside the organization — connecting recurring pain points to root causes and advocating for improvements that reduce friction, build loyalty, and support long-term business growth. Areas of Responsibility: Ticket Management & Qualtrics Platform Ownership - Serve as an administrator and subject-matter expert for the Qualtrics survey and ticketing platform. - Review, digest, and triage all inbound negative-experience survey responses, assigning tickets to the appropriate departments for root cause investigation and immediate resolution. - Manage all new and existing tickets to ensure 100% response coverage — no feedback goes unaddressed. - Develop and maintain a working knowledge of common customer pain points to become the team's internal knowledge leader on recurring experience themes. Feedback Tagging & Categorization - Apply consistent, standardized topic tags to all open-text survey comments to enable structured, repeatable analysis - Maintain and evolve the tagging taxonomy as new themes emerge, ensuring categorization remains accurate and analytically useful. Cross-Functional Root Cause Analysis - Collaborate with teams across Customer Service, Product, Online Merchandising, Logistics, Engineering, and other departments to investigate complex or systemic customer pain points. - Help connect patterns in customer feedback to underlying process or system failures, distinguishing between short-term tactical fixes and longer-term structural improvements. - Participate in cross-functional review meetings to present findings and support departments in developing corrective and preventive action plans. Closing the Feedback Loop with Customers - Conduct outbound customer follow-up via email or phone to acknowledge feedback, communicate the steps being taken to address concerns, and reduce the risk of customer churn. - Represent the company with professionalism and empathy, reinforcing the message that customer feedback is valued and acted upon. Data Analysis & Reporting - Perform both quantitative and qualitative analysis of customer experience data, including NPS (Net Promoter Score), CSAT (Customer Satisfaction), and open-text survey responses. - Identify and surface trends, recurring themes, and emerging issues through regular reporting delivered to program stakeholders. - Support the production of monthly and ad hoc VOC reports and dashboards, contributing analysis that informs business-unit action plans. Program Process Improvement - Proactively identify inefficiencies or gaps in VOC team workflows and propose process improvements to enhance the speed, accuracy, and impact of the program. - Contribute to the evolution of the VOC program's methodology, tools, and stakeholder engagement model as the program matures. Desired Traits: Required - Bachelor's degree in Data Analytics, Business, Communications, or a related field — or equivalent practical experience. - Strong analytical mindset with the ability to draw meaningful conclusions from both structured data and unstructured text. - Excellent written and verbal communication skills; comfortable engaging directly with customers and with senior internal stakeholders. - Demonstrated ability to manage multiple workstreams, prioritize effectively, and follow through to resolution. - Proficiency with Microsoft Excel (pivot tables, data cleaning, formulas, and chart creation). - Collaborative working style with a track record of building productive relationships across departments. ## Preferred / Nice to Have - Hands-on experience with Qualtrics (survey design, ticketing workflows, dashboard & dataset configuration, or XM administration). - Familiarity with Sigma or a comparable business intelligence / data visualization tool. - Prior experience working within a ticketing or case-management system (e.g., Zendesk, Salesforce Service Cloud, Jira). - Background in B2B manufacturing a plus - Background in customer experience, customer service, or a VOC/NPS program. - Exposure to e-commerce operations, order management, or supply chain environments — helpful context for understanding the types of pain points this role will encounter. Physical Demands - Sitting for extended periods of time - Using a computer to execute core role functions The compensation range for this position is $51,000 - $62,000 USD annually We’re actively seeking teammates who: - Bring diverse perspectives and experience to our culture and company. - Excel at being part of a strong, empathetic team. - Thrive in an environment emphasizing respect, honesty, collaboration, and growth. - Have an ‘always learning’ mindset that celebrates learning, not just wins. - Help us continue to build a world-class organization that values the contributions of all of our teammates We encourage applications from members of underrepresented groups, including but not limited to women, members of the LGBTQ community, people of color, people with disabilities, and veterans. ## About Fictiv ## Company Overview - **One-liner**: Fictiv provides a digital operating system for custom manufacturing, connecting product creators with a global network of vetted manufacturers to source custom mechanical parts quickly and efficiently. - **Entity Type**: Private (Series E, last funding round May 2022) - **Headquarters**: San Francisco, California, United States, with additional offices in Guangzhou, China; Phoenix, Arizona; Pune, India; and Bengaluru, India - **Founded**: 2013 - **Founders**: Dave Evans and Nathan Evans ## Core Business - **Primary industry**: Custom manufacturing / Digital supply chain services - **Target customers**: B2B, serving early-stage startups to Fortune 500 enterprises across industries such as automotive, medical devices, robotics, and consumer electronics - **Mission / Purpose**: “To enable product creators to innovate” by building the world’s operating system for custom manufacturing – making it possible to build hardware at the speed of software. ## Products & Services - **Digital Manufacturing Platform**: An integrated online system for quoting, design for manufacturability (DFM) feedback, order management, and real-time tracking. Supports 3D printing, CNC machining, injection molding, and urethane casting, with lead times as fast as 1–2 days. - **Global Manufacturing Network**: A managed network of manufacturing partners across the U.S., Mexico, India, China, and Japan, offering supply chain resilience and regional sourcing flexibility. - **Technical Program Management**: Hands-on support from Fictiv engineers and program managers to guide customers from prototype through full-scale production. ## Market Standing - **Valuation / Market Cap**: Not publicly disclosed - **Key Metric**: Total funding raised – $200M (as of Series E in May 2022) - **Notable Investors/Partners**: Includes Honeywell, Intel, Bill Gates (via Gates Frontier), and other institutional investors [fictiv.com](https://www.fictiv.com/about-us) - **Growth Signals**: - Over 35 million parts manufactured to date [fictiv.com](https://www.fictiv.com/) - Served more than 5,000 companies - Expanded to four global Centers of Excellence (U.S., Mexico, India, China) to reduce supply chain risk - Active hiring across engineering, sales, and operations (51 active jobs on Greenhouse as of mid-2026) ## Competitive Advantages - **Digital-first OS for manufacturing**: Combines an automated quoting and DFM engine with a vetted global network, reducing the typical friction of custom part sourcing. - **Speed and traceability**: Parts delivered in as fast as 24 hours, with full traceability and trackability at every step. - **Global, multi-region supply chain**: Customers can choose supply regions (U.S., Mexico, India, China, Japan) to mitigate geopolitical and logistics risk. - **Enterprise-grade quality management**: Integrated quality control and program management support, appealing to Fortune 500-level production requirements. ## Strategic Focus - **Scaling global manufacturing hubs**: Expanding in-region Centers of Excellence to offer faster, lower-risk production close to customers. - **AI and automation**: Using artificial intelligence to accelerate quoting, DFM feedback, and supply chain decisions (including in employment decisions for internal operations). - **Deepening enterprise relationships**: Targeting large OEMs and regulated industries (medical, aerospace, automotive) with compliance and traceability features. - **Platform ecosystem**: Enhancing the digital platform with new materials, finishes, and real-time analytics to further reduce time-to-market for hardware innovators. ## Why Work Here - **Culture & values**: Emphasizes a “Service Mentality” (value #2), collaboration, diversity, and autonomy. Described as a passionate team across multiple global offices. - **Work policy**: Remote-friendly environment with systems to keep distributed teams connected. Offices in San Francisco, Guangzhou, Phoenix, Pune, and Bengaluru. - **Perks and benefits**: - Monthly virtual work stipend - Wellness perks - Paid volunteer days - Learning and development stipend (Udemy Business courses, continued education stipends) - Leadership coaching for high performers - Paid parental leave - Equity options - **Engineering culture**: Access to modern tools (Salesforce, data engineering, integrations) and direct exposure to executive leadership; strong focus on career growth and autonomy. ## Sources 1. [Fictiv Careers Page](https://www.fictiv.com/careers) 2. [Fictiv Main Website](https://www.fictiv.com/) 3. [Fictiv About Us Page](https://www.fictiv.com/about-us) 4. [Crunchbase – Fictiv](https://www.crunchbase.com/organization/fictiv) 5. 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