Group Voice of Customer Manager

hace 2 semanas

Palma de Mallorca, España World2Meet A tiempo completo

**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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