Head of Voice of Customer & CX Improvement

DS Smith; Greater London; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading packaging company is seeking a Customer Experience Manager to lead initiatives improving customer loyalty through insight-led actions. You will develop a Voice of Customer approach and analyse feedback to enhance performance. The ideal candidate will have a bachelor's degree in Business/Marketing and experience in B2B customer experience roles, with skills in data analysis and project management. This position is full-time and located in Greater London.

Qualifications

• Experience with designing a closed-loop Voice of Customer approach.
• Strong project management skills.
• Experience in data analysis and storytelling from insights.

Responsibilities

• Lead the development of the Voice of Customer approach.
• Develop the EMEA Benchmark and continuous improvement approach.
• Analyse qualitative and quantitative customer feedback.
• Work closely with teams to coordinate and track action plans.

Skills

EIGRP

VOIP

VMware

Avaya

BGP

LAN

OSPF

QoS

Project Planning

Scripting

Unity

Troubleshooting

Education

Bachelor’s degree in Business or Marketing

Job description

A leading packaging company is seeking a Customer Experience Manager to lead initiatives improving customer loyalty through insight-led actions. You will develop a Voice of Customer approach and analyse feedback to enhance performance. The ideal candidate will have a bachelor's degree in Business/Marketing and experience in B2B customer experience roles, with skills in data analysis and project management. This position is full-time and located in Greater London.