Group Voice of Customer Manager
hace 2 meses
**Descripción**:
**_Business area:_**
Join our Digital Experience team which leads the vision, execution, and implementation of next generation global digital and data infrastructure. The scope encompasses the full Strategy & Transformation agenda, leading a unified portfolio of Digital and Data initiatives, which will enable all functions across the business.
**_ Job Description_**
- Develop the VOC (Voice of Customer) program along the customer journey and touchpoints to improve the customer experience, loyalty, retention and upsell;
- Coordinate the selection and use of external research service providers;
- Measure, analyse and diffuse satisfaction indicators results internally and benchmark across industries;
- Align cross-functionally to build consensus and integrate the program into daily processes to drive a close-loop approach;
- Integrate program with other customer communication efforts and programs;
- Link key customer satisfaction metrics to business performance/risks and develop strategic actions driving business results;
- Lead research projects & process including study design, implementation, analysis, and consulting on results implementation;
- Use the VOC data and reporting to recommend key opportunities for business improvement;
- Monitor trends with qualitative and quantitative data sets and research findings;
- Ensure maintenance of the feedback programs, optimizing processes and governance;
- Bring expertise, training and support to all teams in direct or indirect contact with customers;
- Demonstrate understanding of business operations and the organizational levers (systems, processes, departments, functions) that drive the customer experience and business results.
**Requisitos**:
**_The Successful Applicant_**
**Analytical**
Strong ability to gather and make use of data to create insights and improve customer satisfaction over time. Excellent knowledge of analytics and customer feedback tools.
**Collaboration & Influence**:
**Results Orientation**:
Independent and a "doer", this self-motivated individual should possess strong problem solving skills. An ability to track performance against measurable metrics with strict observance for quality and compliance; a strong inclination towards continuous improvement and questioning the status quo.
**Agility**
Able to evolve in a fast paced and multi-cultural environment
**Track record**
3 years’ experience in similar roles.
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