Manager/Senior Manager, Voice of Customer (VoC)

Job Purpose:

Voice of the Customer (VoC) Manager/Senior Manager is responsible for collecting VoC, analyzing and highlighting customer facing issues to internal business teams and establish a clear understanding of how to use the VoC/customer insight effectively to improve overall customer experience. Jobholder will work on implementing and managing continuous improvement and Voice of the Customer (VoC) feedback mechanisms including generating and visualizing insights (e.g., reporting, dashboards). Reporting to the Head of Customer Journey Management, he/she will work on ensuring that each of the customer interaction points is capturing information relating to the customers satisfaction.

Principle Accountabilities:

• Work on requirements for on-boarding VoC tools as needed.
• Implement and manage continuous improvement and VoC feedback mechanisms.
• Design VoC program through research/survey which captures customers' needs, wants, expectations, preferences, and dislikes.
• Create research/survey with focus on simplicity; short and relevant, survey outcome to be easy to understand and actionable.
• Oversee and manage the VOC program day to day including survey design, identifying rules for who receives surveys (and when).
• Analyze the insights and identify key trend, theme and customer expectation accordingly.
• Take action on real-time feedback and develop and implement action plans based on trends in the customer insights.
• Work on the improvement of identified areas of the business that will drive the biggest change.
• Have a keen eye for identifying the best actions that will drive the positive  change in business (short-term and long-term).
• Build relationships with a variety of internal groups (e.g., Customer Service, Retails, Product Development, Marketing, etc.) as it is necessary to work on incorporating customer feedback in the product roadmap.

Required Skills & Experiences:

• Bachelor's degree in Marketing, Business Administration, Technology, or related field preferably in Telecom Sector
• Have a passion for improving the customer experience.
• Previous experience with customer experience metrics and data analysis.
• Customer-centric mindset, with a sound understanding of customer service and experience management.
• Strong interpersonal skills and the ability to build trust and partnerships with key stakeholders.
• Highly analytical individual with close attention to detail.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Energetic, flexible, result-oriented and commitment with ‘Can Do' attitude.
• Good communication and presentation skills with proficiency in English language.
• Perform other duties as assigned by the Supervisor.