Customer Experience Lead Voice Of The Customer

Copeland; Manila; On-site; PHP 1,500,000 - 2,300,000; Full time

Benefits offered by this job

Flexible benefits

Paid parental leave

Job summary

Copeland, a global climate technologies leader, is seeking a Voice of the Customer Lead to own the GBS VoC service for rNPS and future tNPS, translating process requirements into executable team priorities.

You will manage a small hands-on team, drive cycle planning, governance, insights, and continuous improvement, while coordinating with Product, Marketing Operations, IT, and vendors to ensure high-quality customer feedback programs.

Qualifications

• Experience: 6+ years preferred in Voice of the Customer, Customer Experience, operations, Global Business Services, transformation, process governance, service delivery, platform-enabled operations, reporting, insights, or related roles.
• People leadership: Demonstrated ability to allocate work, manage performance, coach team members, build capability, plan coverage, and lead a small hands-on service team.
• VoC operating leadership: Ability to lead recurring rNPS operations and support future tNPS integration while balancing governance, platform, reporting, insight, and improvement demands.

Responsibilities

• Own the GBS VoC service across rNPS and future tNPS and ensure approved process requirements are translated into executable team priorities, work plans, controls, and service standards.
• Lead the recurring VoC operating rhythm, including cycle planning, readiness reviews, Go / No‑Go input preparation, risk visibility, decision requests, and post‑cycle improvement actions.
• Own team workload allocation, capacity planning, prioritization, backup coverage, onboarding, cross‑training, coaching, performance management, and capability development.
• Review and approve complex or executive‑facing deliverables, including readiness packs, insight narratives, systemic-theme packages, escalations, and service-health updates.

Skills

VoC

Customer Experience

Operations

Global Business Services

Transformation

Process governance

Reporting

Insights

Leadership

Job description

Job Description

About Us

We are a global climate technologies company engineered for sustainability. We create sustainable and efficient residential, commercial and industrial spaces through HVACR technologies. We protect temperature-sensitive goods throughout the cold chain. And we bring comfort to people globally. Best-in-class engineering, design and manufacturing combined with category-leading brands in compression, controls, software and monitoring solutions result in next-generation climate technology that is built for the needs of the world ahead.

Whether you are a professional looking for a career change, an undergraduate student exploring your first opportunity, or recent graduate with an advanced degree, we have opportunities that will allow you to innovate, be challenged and make an impact. Join our team and start your journey today!

1. Role Purpose

The Voice of the Customer Lead is accountable for the Global Business Services (GBS) Voice of the Customer service and team while remaining hands‑on in complex operational, governance, insight, and continuous‑improvement activities across the VoC lifecycle. The role leads delivery of the recurring rNPS operating cycle, directs the operational integration and future run model for tNPS, and ensures the GBS VoC pod provides reliable platform‑enabled operations, reporting, insights, and governance support.

The role translates approved process, methodology, survey, and business‑rule requirements from the Global Process Owner into controlled GBS execution. The role is the people manager for the VoC Operations Lead and VoC Analyst, sets priorities and workload, and owns team-level quality, timeliness, capability, and service performance. The role does not replace the Global Process Owner, Product and Marketing Operations leadership, Sales‑owned customer follow‑up, IT or platform technical ownership, source‑data ownership, or business‑owned systemic issue resolution.

2. Role Positioning

• People manager and overall service lead for the GBS VoC operating pod.
• Hands‑on generalist who participates in the common execution core, with emphasis on complex, ambiguous, high‑impact, and stakeholder‑sensitive activities.
• Accountable for GBS delivery across rNPS and future tNPS while the Global Process Owner retains process design, methodology, survey standards, and final business‑rule authority.
• Leads program governance, service priorities, team capacity, executive‑ready reporting, scope control, and escalation management.
• Leads the GBS contribution to the Outer Loop under Product and Marketing Operations leadership.
• Owns Walker and vendor priorities, service‑performance discussions, and escalations; the VoC Operations Lead manages day‑to‑day coordination.
• Remains operationally hands‑on, with an indicative 60% execution focus during pilot and approximately 40% after the VoC Analyst joins.
• Does not contact customers directly or execute Sales‑owned Inner Loop follow‑up and account‑level resolution.

3. Common VoC Execution Core

The VoC Lead shares a common generalist execution core with the VoC Operations Lead and VoC Analyst. The distinction is the level of accountability, complexity, judgment, and leadership, not whether the role executes work.

• Support quarterly cycle preparation, readiness planning, and launch control.
• Review and, where required, execute approved platform setup, testing, and operational validation activities.
• Validate data-flow, dashboard, reporting, access, and survey readiness evidence.
• Monitor response flow, data-quality exceptions, operational incidents, and cycle risks.
• Prepare and validate Key Performance Indicator (KPI), dashboard, insight, and governance outputs.
• Review aggregated customer feedback and identify systemic pain‑point candidates.
• Prepare, challenge, and refine systemic‑theme evidence for Outer Loop review.
• Maintain decision, action, risk, issue, dependency, and closure visibility.
• Maintain operating procedures, controls, knowledge materials, and service documentation.
• Identify and implement continuous‑improvement opportunities across rNPS and future tNPS operations.

4. VoC Lead - Specific Accountabilities

• Own the GBS VoC service across rNPS and future tNPS and ensure approved process requirements are translated into executable team priorities, work plans, controls, and service standards.
• Lead the recurring VoC operating rhythm, including cycle planning, readiness reviews, Go / No‑Go input preparation, risk visibility, decision requests, and post‑cycle improvement actions.
• Own team workload allocation, capacity planning, prioritization, backup coverage, onboarding, cross‑training, coaching, performance management, and capability development.
• Review and approve complex or executive‑facing deliverables, including readiness packs, insight narratives, systemic‑theme packages, escalations, and service‑health updates.
• Lead stakeholder alignment across the Global Process Owner, Product and Marketing Operations, Sales, Revenue Operations, Marketing Automation, platform and data owners, IT, Walker, and leadership forums.
• Own strategic vendor and managed‑service governance, approve service priorities, and elevate unresolved delivery, knowledge‑transfer, scope, quality, or service‑performance issues.
• Lead the GBS contribution to Outer Loop governance under Product and Marketing Operations leadership, ensuring evidence quality, decision traceability, owner visibility, and closure readiness.
• Own GBS readiness for future tNPS implementation and steady‑state operations; direct priorities and decisions while the VoC Operations Lead leads operational integration.
• Protect the GBS VoC team from scope creep into customer contact, Sales action execution, source‑data ownership, technical engineering, or business‑owned systemic resolution.
• Own team‑level continuous improvement, service catalog maintenance, operating‑procedure maturity, control effectiveness, and scalability recommendations.

Skills and Experience

Requirement

Experience: 6+ years preferred in Voice of the Customer, Customer Experience, operations, Global Business Services, transformation, process governance, service delivery, platform‑enabled operations, reporting, insights, or related roles.

People leadership: Demonstrated ability to allocate work, manage performance, coach team members, build capability, plan coverage, and lead a small hands‑on service team.

VoCoperating leadership: Ability to lead recurring rNPS operations and support future tNPS integration while balancing governance, platform, reporting, insight, and improvement demands.

Our Commitment to Our People

Across the globe, we are united by a singular Purpose: Sustainability is no small ambition. That’s why everything we do is geared toward a sustainable future—for our generation and all those to come. Through groundbreaking innovations, HVACR technology and cold chain solutions, we are reducing carbon emissions and improving energy efficiency in spaces of all sizes, from residential to commercial to industrial.

Our employees are our greatest strength. We believe that our culture of passion, openness, and collaboration empowers us to work toward the same goal - to make the world a better place. We invest in the end‑to‑end development of our people, beginning at onboarding and through senior leadership, so they can thrive personally and professionally.

• Flexible and competitive benefits plans offer the right options to meet your individual/family needs.
• We provide employees with flexible time off plans, including paid parental leave (maternal and paternal), vacation and holiday leave.

Together, we have the opportunity - and the power - to continue to revolutionize the technology behind air conditioning, heating and refrigeration, and cultivate a better future. Learn more about us and how you can join our team!

Our Commitment to Inclusion & Belonging

At Copeland, we cultivate a strong sense of inclusion and belonging where individuals of all backgrounds, and with diverse perspectives, are embraced and treated fairly to enable a stronger workforce. Our employee resource groups play an important role in culture and community building at Copeland.

Equal Opportunity Employer

Copeland is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.

Requirements: