Sr Manager - VOC & Customer Insights

Lauritz Knudsen Electrical & Automation; Mumbai; Presencial; INR 1.200.000 - 2.100.000; Jornada completa

Descripción de la vacante

Lauritz Knudsen Electrical & Automation in Mumbai is seeking a Senior Manager VOC Customer Insights to lead the Voice of Customer program, translate feedback into actionable insights, and govern the VOC platform across key touchpoints. You will coordinate surveys, NSS/NPS/CSAT programs, drive analytics, and partner with cross-functional teams to improve customer experience and support business growth.

This role requires strong data analytics, stakeholder management, and manufacturing/B2B

Formación

• BE/B.Tech or equivalent; MBA preferred.
• 5-8 years in VOC/ CX/ Insights roles is desirable.
• Experience with NSS/NPS/CSAT and other VOC programs is required.
• Experience with VOC platforms, CRM, dashboards and customer analytics is essential.
• Manufacturing/B2B industry experience preferred.

Responsabilidades

• Establish and govern end-to-end VOC framework across key customer touchpoints.
• Manage customer listening programs including NSS, NPS, CSAT and other feedback mechanisms.
• Define survey methodology, triggers, sampling, frequency and feedback channels.
• Improve VOC coverage, response effectiveness and quality of customer feedback.
• Lead business requirements for VOC platform development and dashboard enhancements.
• Partner with digital and solution providers for platform implementation.
• Enable omnichannel feedback collection across email, WhatsApp, telephonic and digital touchpoints.
• Drive adoption of verbatim analysis, thematic classification, sentiment analysis and AI-enabled feedback analytics.
• Analyze NSS, NPS and CSAT to identify trends and drivers for improvement.
• Translate VOC findings into actionable business insights for stakeholders.

Conocimientos

Voice of Customer

Customer analytics

CRM platforms

Dashboards

Stakeholder management

Analytical skills

Educación

BE/B.Tech

MBA preferred

Herramientas

VOC platforms

CRM

Descripción del empleo

Job Summary

Job Purpose: Drive the Voice of Customer (VOC) framework to systematically capture, analyse and translate Customer feedback into actionable insights. Lead development and governance of the VOC platform and Customer listening mechanisms across key touchpoints, enabling data-driven actions and continuous improvement in Customer Experience. Position Title: Senior Manager VOC Customer Insights

Qualifications and Experience

• B.E./B.TECH (MBA (Preferred))
• Experience: 5-8 years of experience in Voice of Customer, Customer Experience, Customer Insights/Analytics or related areas.
• Experience in managing NSS/NPS/CSAT and other VOC programs.
• Experience with VOC/Survey platforms, CRM, dashboards and Customer analytics.
• Strong analytical and cross-functional stakeholder management skills.
• Manufacturing/B2B industry experience preferred

Key Responsibilities

• VOC Framework: Establish and govern the end-to-end VOC framework across key Customer touchpoints.
• Manage Customer listening programs including NSS, NPS, CSAT and other feedback mechanisms.
• Define survey methodology, triggers, sampling, frequency and feedback channels.
• Improve VOC coverage, response effectiveness and quality of Customer feedback.
• VOC Platform Digital Enablement: Lead business requirements for development and enhancement of the VOC platform, including survey journeys, workflows, triggers, automation and dashboards.
• Partner with Digital and solution providers for platform implementation and enhancements.
• Enable omnichannel feedback collection across email, WhatsApp, telephonic and digital touchpoints.
• Drive adoption of capabilities such as Customer verbatim analysis, thematic classification, sentiment analysis and AI enabled Customer feedback analytics.
• Customer Insights Analytics: Analyse Customer feedback and verbatims to identify trends, themes, pain points and key experience drivers.
• Generate actionable Customer insights across touchpoints and Customer segments.
• Analyse NSS, NPS and CSAT performance across businesses, regions, Customer segments and touchpoints to identify score drivers and areas requiring focused improvement.
• Translate VOC findings into clear business insights and improvement opportunities for relevant stakeholders.
• VOC Governance Continuous Improvement: Establish VOC dashboards and governance reviews covering key Customer metrics, insights and actions.
• Ensure Customer dissatisfaction identified through VOC Channels is appropriately triggered and tracked through resolution.
• Provide VOC insights and Customer pain points as inputs for Customer Journey Mapping and CX Process Excellence initiatives.
• Partner with relevant business functions to drive NSS, NPS, CSAT and other CX metrics and track agreed actions.

Key Performance Indicators

• VOC Coverage across identified Customer touchpoints
• VOC Platform Implementation, Adoption Utilization
• Customer Feedback Capture
• Response Effectiveness
• NSS/NPS Score improvement
• CSAT Score improvement
• Action Closure against Key VOC Insights
• VOC Dashboard Insights Reporting

Key Competencies

• Complaint Management
• Customer Recovery
• CRM/Complaint Management Systems
• RCA
• CAPA Methodologies
• Escalation Management
• Data Analytics and Reporting
• Process design and improvement

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.