Global VoC & CX Insights Programme Lead

Freshminds; England; On-site; GBP 60,000 - 85,000; Full time

Job summary

Freshminds is recruiting for a Customer Experience & Voice of the Customer Manager on a 12-month fixed-term contract with a luxury fashion and retail client.

You will lead the global VoC programme, turning customer feedback into actionable insights across brands, regions and channels. Report to the Senior Manager, Global CX Strategy, and drive customer-centric improvements through robust supplier management and cross-functional collaboration.

Qualifications

• Experience supporting or managing Voice of the Customer, Customer Experience, or Analytics programmes.
• Hands-on experience with Medallia or a similar VoC platform.
• Strong stakeholder and supplier management skills across multiple teams.
• Excellent analytical, organisational, and communication skills to translate feedback into recommendations.

Responsibilities

• Support day-to-day management and optimisation of a global VoC programme across journeys and markets.
• Manage external VoC platform partners and roadmap initiatives.
• Analyse feedback, NPS, CSAT, verbatims, and dashboards to identify themes and opportunities.
• Collaborate with CX, Insights, Data Science, Retail, Ecommerce, and Customer Service to drive improvements.

Skills

VoC management

Stakeholder management

Analytical skills

Medallia experience

Tools

Medallia

Job description

Freshminds is recruiting for a Customer Experience & Voice of the Customer Manager on a 12-month fixed-term contract with a luxury fashion and retail client.

You will lead the global VoC programme, turning customer feedback into actionable insights across brands, regions and channels. Report to the Senior Manager, Global CX Strategy, and drive customer-centric improvements through robust supplier management and cross-functional collaboration.