Product Solution Feedback Director

Unlock your potential as a leader in product solutions, optimize complex problem-solving, and shape customer-centric strategies.

Leverage your expertise to make a lasting impact in a fast-paced, collaborative environment.

We're establishing a strategic capability to synthesize employee feedback across products (Tech, HR, Employee Experience) into a single source of truth.

This role is critical to enabling faster product decisions, reducing survey fatigue, and demonstrating to employees that we listen and act on their input.

As a Product Solutions Director in Employee Success, you are an expert in building and operating an Enterprise Feedback Operating System-a unified, data-driven listening system consolidating 10+ feedback sources into actionable insights for 350K+ global employees.

Transform feedback from fragmented and reactive to strategic and proactive.

Job responsibilities



* Advise Product Solutions teams on adopting new and existing client-facing products, crafting complex solutions, and assessing risk to enhance the customer experience.


* Leverage deep knowledge of multiple products and capabilities to manage strategic development of end-to-end product solution strategies and processes.


* Manage the collection of client feedback and oversee its delivery to Product teams, ensuring unified feedback standards across 10+ channels (surveys, support tickets, telemetry, etc.).


* Create and maintain a Jobs to be Done (JTBD) taxonomy, organizing feedback by 8 core employee job categories.


* Define intake governance, approval workflows, and listening strategies for feedback management.


* Consolidate feedback from Qualtrics, ServiceNow, JPMC Assistant, product telemetry, and other sources.


* Synthesize data using AI/ML techniques such as sentiment analysis, auto-categorization, theme detection, and anomaly detection.


* Generate weekly insights dashboards and monthly executive transparency reports, maintaining 90%+ data quality through validation and governance.


* Identify and prioritize issues using impact, effort, and volume frameworks; partner with product teams to translate insights into actionable roadmap items.


* Track outcomes and measure business impact (e.g., CSAT improvement, adoption lift), manage closed-loop \"You Spoke, We Listened\" communication programs, and lead monthly Feedback Council prioritization meetings.


* Report to executives on CSAT trends, emerging issues, and action progress; engage product owners on insights, facilitate decision-making, and partner cross-functionally with UX Research, Data, Communications, and Product teams.

Required qualifications, capabilities, and skills



* 8+ years of experience or equivalent expertise leading and developing solutions across multiple teams and a cluster of products, data analytics, customer success, or operations


* Strategic thinking: ability to set vision and establish governance


* Data fluency: comfortable...