The Manager Voice of the Customer & Performance Analytics owns the global VOC and KPI insights engine for Customer Care. This role designs and manages how we listen to customers, how we measure performance, and how we turn data into decisions that improve products, processes, and service. They ensure leadership has a clear, consistent, and actionable view of what customers are telling us and how our Customer Care operations are performing.
Key Responsibilities
• Design and manage the global Voice of the Customer program for Customer Care, integrating surveys, complaints, NPS, CSAT, digital feedback, and other signals. • Build and maintain global KPI frameworks and dashboards for key metrics, such as NPS, FCR, AHT, backlog, service levels, quality, and digital adoption. • Analyze qualitative and quantitative customer feedback and operational performance data to identify trends, pain points, and improvement opportunities. • Prepare regular insights packs for leadership, including commentary, root-cause hypotheses, and recommendations. • Partner with Customer Journey, Operational Excellence, and Technology & Transformation to ensure that insights are converted into prioritized actions and projects. • Ensure data quality and consistency across regions and suppliers, resolve discrepancies, and align on KPI definitions and reporting. • Support business cases and transformation initiatives with robust analytical inputs and impact measurement. • Track the impact of changes, process technology, supplier actions on customer metrics and operational performance.
Qualifications
Basic Qualifications
• Bachelors degree in Business, Statistics, Economics, Engineering, Data Science, or related field. • 8+ years of experience in Analytics, VOCCustomer Insights, BI, or Performance Management, ideally within Customer Care or CX. • Experience working with large datasets and multiple data sources, internal and external. • Strong analytical and storytelling skills - able to turn complex data into clear narratives and recommendations. • Proficiency with data and reporting tools, such as Power BI, Qlik, Tableau, Excel, or similar. • Experience designing or managing VOC programs, surveys, or customer research. • Solid understanding of contact center KPIs and operations. • Ability to collaborate effectively with cross-functional teams and influence without direct authority. • Strong attention to detail and data quality, comfortable challenging numbers and assumptions.
Preferred Qualifications
• MBA • Prior work in a global or multi-region context and with outsourced operations is preferred. • Experience with survey platforms or market research methods is a plus.