Group Voice of Customer Manager - Palma de Mallorca, España - World2Meet

World2Meet
World2Meet
Empresa verificada
Palma de Mallorca, España

hace 2 semanas

Isabel García

Publicado por:

Isabel García

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Descripción

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 crossfunctionally to build consensus and integrate the program into daily processes to drive a closeloop 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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