တိုင်ကြားမှု အောင်မြင်ပါသည်

Voice of the Customer (VoC) 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.

VoC Operations Management:

• Oversee day-to-day VoC operations, including customer feedback collection from Customer Service Operations, survey design, market and sentiment analysis, and feedback categorisation.
• Translate customer insights into prioritised recommendations that deliver measurable customer and business benefits.
• Coordinate timely responses to real-time feedback and collaborate with relevant teams to address customer concerns.

Customer Insights & Trend Analysis:

• Analyse customer feedback and experience metrics to identify emerging trends, recurring issues, and opportunities for improvement.
• Analyse customer concerns relative to each pack’s user base or segmented base, monitor relevant KPIs, and identify areas requiring corrective action.

Customer Research & Focus Groups:

• Conduct focus groups and other customer research activities to validate findings and inform improvement initiatives.
• Design targeted surveys and gather customer sentiment across key touchpoints to understand customer needs, expectations, and pain points, ensuring feedback is relevant and actionable.

Improvement Action Tracking:

• Drive improvement plans with stakeholders, ensuring clear ownership, timelines, and follow-up through to closure.
• Identify and prioritise short- and long-term initiatives that deliver the greatest positive impact on customer experience and business performance.

Stakeholder Engagement & Product Improvement:

• Build strong relationships with Customer Service, Marketing, Retail, Business Group, and other teams to incorporate customer feedback into product roadmaps and business improvements.
• Lead regular VoC forums with Marketing, Business, and Sales Groups to agree on actionable improvements, assign owners, and track delivery against agreed timelines.

Management Reporting & Presentations:

• Prepare clear reports and management presentations highlighting key insights, recommended actions, progress, and outcomes.
• Present key VoC findings and recommendations to management, highlighting customer impact and securing alignment on priorities, required decisions, and next steps.

Internal VoC System Implementation:

• Lead the setup and implementation of an internal VoC system with stakeholders to centralise feedback, track actions, and monitor resolution.

Friendly User Testing:

• Coordinate and conduct Friendly User Testing as required to identify customer experience gaps and validate improvements.

• Bachelor’s degree in marketing, Business Administration, Computer Science, or related field preferably in Telecom Sector
• Good communication and presentation skills with proficiency in English language

Experience

• Minimum of 5 years of relevant experience in Customer Experience (CX), Voice of Customer (VOC), Telecom Product Management or Customer Service Operations, within the telecommunications industry
• Strong understanding of the telecommunications business lifecycle, digital ecosystem and customer lifecycle management.
• Highly analytical individual with close attention to detail
• 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
• Ability to work in a fast-paced environment and manage multiple priorities
• Energetic, flexible, result-oriented and commitment with ‘Can Do' attitude