Customer Experience Strategy VOC Lead

Job Summary:

• Own the analytical backbone that connects Voice of customer, operational data and business performance into a single strategic view – architecting ow VOC data is captured and modelled and turning that combined insight into recommendations that shape business decision-making across multiple countries.

Key Responsibilities:

VOC Data Architecture:

• Design and own how feedback, sentiment, and satisfaction data is captured, structured and integrated with operational and commercial data sources.
• Build the analytical engine that connects VOC signals to operational metrics (service, swap performance, retention, cost-to-serve) to identify what is driving customer outcomes.
• Perform analysis of qualitative and quantitative feedback, to surface the root causes, themes and emerging risks.

Drive Adoption and Accountability:

• Translate combined VOC and operational insight into strategic recommendations for Head of CX and the wider leadership team.
• Develop the CX Strategic roadmap and business case for CX Investment, prioritised by data-backed impact.
• Be the voice of the customer, inside the business – systematically capturing, analysing and channelling customer feedback into product, operations and CX decisions across the markets.
• Own the closed-loop feedback processes so insights translate into action with product, Operations and country teams.

Performance and drive Continuous Improvement

• Partner with Analytics Teams to combine modelling/forecasting with feedback architecture ensuring the two feed one coherent decision-making system rather than parallel reporting tracks.
• Lead scenario planning and impact modelling for major CX decisions: new-market entry, channel investment, staff model changes.
• Design and run the VOC surveys, feedback capture and listening across channels.
• Track sentiment and satisfaction trends across the country footprint, and flag divergence early.

Change Management, Capability Building & Metrics

• Establish the governance and standards for how CX data architecture evolves as the business scales.
• Provide strategic insight and recommendations to the leadership team.

Qualifications:

• Bachelor’s degree in Technology, Mathematics, Statistics, Sciences, or a related field.
• 5+ years of experience in CX Strategy, business insights, or analytics leadership, ideally with direct experience designing VOC or customer-data architecture.
• Certification in Project Management is an added advantage.

Skills:

• Excellent at data modelling and data interpretation for strategic business insights.
• Demonstrable track record advising senior leadership using data-driven business cases.
• Strong analytical and systems-thinking skills, with qualitative and quantitative research skills.