Voice of Customer Manager

Role Overview

As the Voice of the Customer Manager, you will be responsible for overseeing all aspects of our customer feedback survey programs, ensuring best practices are upheld in their design, implementation, analysis, interpretation and dissemination. Your role will be pivotal in transforming raw feedback into actionable insights, driving strategic decisions across the organisation. Additionally, you will play a key role in training and guiding other departments on effective survey methodologies, analysis and interpretation.

Key Responsibilities

Survey Design and Management:

• Lead the end-to-end process of designing, developing, optimising and implementing customer feedback surveys.
• Collaborate with cross-functional teams to identify survey objectives and ensure alignment with organizational goals.

Data Analysis and Reporting:

• Analyze survey data to uncover actionable insights and trends.
• Develop and maintain dashboards and visualizations to disseminate insights across the organization.
• Implement a variety of insight dissemination and action strategies.
• Present findings to senior leadership and other stakeholders, ensuring data-driven decision-making.

Training and Guidance:

• Provide training, workshops, and support to departments on survey design and implementation, analysis and interpretation.
• Create and maintain comprehensive guidelines and toolkits for teams to conduct their own surveys while maintaining consistency and quality.

Quality Assurance and Best Practices:

• Ensure survey methodologies comply with ethical standards, data privacy regulations, and organizational policies.
• Continuously review and refine survey processes, integrating feedback and emerging industry trends.

Monitor survey performance metrics (e.g., response rates, engagement) and implement strategies for improvement.

About You:
You are a data-driven professional, experienced in understanding customer needs and transforming feedback into impactful insights.

Skills and Qualifications

• Proven experience in survey management, market research, or a related field.
• Strong analytical skills with proficiency in tools such as Excel, R, Python or similar.
• Familiarity with survey platforms (e.g., SurveyMonkey, or similar) and data visualisation software (e.g., Zoho, or similar).
• Experience in result and insight dissemination, including visualisation dashboards, reports and collaborative practices.
• Excellent communication and presentation skills, with the ability to convey complex findings to diverse audiences.
• Knowledge of data privacy regulations (e.g., GDPR) and ethical considerations in survey research.
• Experience in training or mentoring teams on survey-related topics is highly desirable.