Voice of Customer Manager

ConvaTec; London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

ConvaTec is seeking a Voice of Customer Manager who will spearhead the VoC programme across various markets. The ideal candidate will be responsible for building complex surveys, analyzing customer feedback, and presenting insights to stakeholders. This hybrid role requires strong data analysis skills, effective communication, and the capacity to manage a global program efficiently.

Benefits

Competitive salary & bonus

Exceptional benefits

Collaborative & supportive culture

Qualifications

• Minimum 5 years experience in Customer Experience or Voice of Customer roles.
• Expert in data analysis & report creation using multiple data sources.
• Proficient in data science techniques including statistical analysis.

Responsibilities

• Manage the rollout of the VoC programme across countries and business units.
• Develop live dashboards to monitor scores in real time.
• Perform insightful analysis, building complex text analytics models.

Skills

Data analysis

Report creation

Project management

Problem-solving

Communication

Education

Degree in Business, IT, or Research

Tools

Power BI

Looker Studio

Excel

Job description

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Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Group revenues in 2024 were over $ billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit.

Join us on our journey to #ForeverCaring!

As a Voice of Customer Manager, you will build consensus amongst all business units for the creation of harmonized reports. You will develop ideas as to why survey response rates are lower than expected & test new approaches. You will find the best way to visualize metrics and determine if there is a statistical link between a marketing measure and improved financial performance.

ABOUT THE ROLE:

• Manage the rollout of the VoC programme across countries and business units.
• Be the expert in the Forsta VoC tool, building complex surveys, translating, and launching across multiple markets and business units.
• Liaise and guide local markets to select the appropriate survey channel and ensure the correct customers are targeted.
• Collaborate with IT to extract relevant customer data from CRM to launch surveys.
• Develop live dashboards to monitor scores in real time.
• Implement a system of alerts to ensure any low scores are addressed promptly.
• Perform insightful analysis, building complex text analytics models.
• Be an expert on measures of CX and strategies to drive response rates.
• Present results to stakeholders at all levels of the business – tailoring presentation styles and content as appropriate.
• Build inner and outer loop feedback mechanisms to ensure feedback is acted upon locally and at the business unit level as appropriate.
• Communicate programme updates and scores to the organization, to ensure the VoC programme is fully embedded in the business.
• Continuously improve the programme by gathering feedback from internal and external sources and implementing optimizations.
• Identify and launch new transactional surveys, managing any IT requirements.
• Understand and recommend how AI can be harnessed to optimize feedback collection and the analysis of results.
• Manage the relationship with our VoC solution provider (Forsta), critically evaluating any new features or potential new suppliers.

ABOUT YOU:

• Educated to degree level in relevant subjects (Business, IT, Research).
• Minimum 5 years experience in Customer Experience or Voice of Customer roles.
• Expert in data analysis & report creation using multiple data sources.
• CCXP is preferable.
• Project management experience.
• Proficient in data science techniques including statistical analysis, building text analytics models, and correlation/regression analysis.
• Experience with tools such as Power BI, Looker Studio & Excel.
• Strong Business Partner approach.
• Data storyteller / visualizer.
• Inquisitive and problem-solving mindset.
• Resilient self-starter, confident in managing a global VoC programme across multiple countries and business units.
• Excellent communicator to all stakeholders / levels of the business.
• Office-based role on a hybrid/remote working model (may involve travel up to 5%, mostly within Europe).
• Competitive salary & bonus.
• Exceptional benefits.
• Collaborative & supportive culture.

READY TO JOIN US?

At Convatec, we’re pioneering trusted medical solutions to improve the lives we touch. If you’re ready to make a real impact, apply today and help us bring our Forever Caring promise to life.

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A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.

If you receive a suspicious approach over social media, text message, email, or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at [contact information].

Equal opportunities

Convatec provides equal employment opportunities for all current employees and applicants for employment. This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics, or any other basis prohibited by law.