David Freund

About David Freund

With over 25 years of experience in customer support, team leadership, and process improvement, I now lead enterprise Voice of the Customer (VoC) efforts—building systems that turn feedback into strategic action.My career has always centered around the people on the other side of the interaction. Whether supporting clients in SaaS and healthcare tech, or now championing the voice of songwriters, composers, and publishers at BMI, I believe customer understanding should shape how organizations evolve. Current Focus: Voice of the CustomerI’m standing up BMI’s first enterprise VoC program from the ground up—designing a framework to gather, analyze, and act on feedback at scale. This includes-Standing up CSAT and NPS programs to quantify experience across key journeys-Implementing Qualtrics to capture and connect feedback signals from multiple channels-Building dashboards and insight pipelines that enable sentiment tagging, theme detection, and trend analysis-Aligning cross-functional teams around feedback loops and closed-loop follow-up Past Highlights-Managed large-scale support teams with 96%+ CSAT and consistent SLA performance-Led CRM and workflow automation projects, including Salesforce Service Cloud-Used support data, CSAT/NPS, and qualitative feedback to drive service and product improvements-Integrated teams and processes post-acquisition for global alignment and operational clarity-Built and retained high-performing, long-tenured teams that delivered measurable outcomes Core CompetenciesVoice of the Customer (VoC)| Survey Design & Feedback Analytics | CSAT/NPS Strategy | Smartsheet & Qualtrics Implementation | CRM Optimization | CX Insight Delivery | Team Leadership | Operational Design

Experience

1. Senior Director - Voice of the Customer

   Broadcast Music, Inc. (BMI)

   Apr 2025 — Present · Nashville, TN, US

   Leads the strategy, infrastructure, and execution of BMI’s first enterprise-wide Voice of the Customer (VoC) program, designed to elevate affiliate and employee feedback into measurable, data-driven improvements.•Establishes a scalable feedback ecosystem to support CSAT, NPS, and thematic analysis across key customer and employee touchpoints•Builds the foundation for survey-based listening, with Qualtrics implementation in motion and Salesforce integration scoped for response tracking•Develops systems for sentiment tagging, theme detection, and trend analysis to enable proactive insights and root cause identification•Aligns VoC operations with departmental priorities across Admin & Distribution, Creative, Product, and Communications•Manages intake workflows, dashboards, and robust reporting to drive transparency and action•Laying the groundwork for continuous listening, with a focus on signal capture, closed-loop response, and feedback-to-impact tracking

Education

• Middle Tennessee State University (MTSU)

  Bachelor of Science (B.S.), Organizational Leadership

  2010 — 2012

Skills

• Leadership
• Microsoft Office
• Documentation
• Desktop Support Management
• Software Installation
• Microsoft Certified Professional
• Service Delivery
• System Deployment
• Technical Support
• System Administration
• Windows 7
• Printers
• Windows Xp
• Mdt
• Process Improvement
• Vmware
• Sccm
• Project Management
• Windows
• Group Policy
• Process Management
• Performance Metrics
• Information Technology
• Scripting
• Operating Systems
• Application Support
• Team Management
• Active Directory
• Windows Server
• Hardware
• Troubleshooting
• Enterprise Software
• Healthcare Information Technology (Hit)
• Training
• Sharepoint
• System Imaging
• Os X
• Mac Os X
• Customer Service
• Software Documentation