CX Program Manager: VOC Insights to Action

Tech Mahindra; Lisboa; Presencial; EUR 55 000 - 90 000; Tempo integral

Resumo da oferta

Tech Mahindra in Lisbon is seeking a Program Manager, VOC & CX Programs to design, coordinate, and scale core Voice of the Customer and Customer Experience initiatives for fintech engagements. You will influence cross-functional teams to translate insights into actionable improvements across onboarding, support, and customer success.

The role emphasizes structure, execution, and stakeholder influence; you do not need to lead people, but must excel in coordination and delivery of customer-centric

Qualificações

• Experience designing and running VOC programs (NPS, CSAT, CES).
• Ability to translate customer feedback into actionable improvements.
• Strong cross-functional collaboration with Product, Support, Success, Data, and Ops.

Responsabilidades

• Run core VOC programs including NPS, CSAT, CES and closed-loop follow-up.
• Coordinate CX improvement initiatives across onboarding, support, and lifecycle.
• Identify themes and root causes in customer feedback from surveys and escalations.
• Partner with Product, Support, Success, and Operations to turn insights into actions.
• Track program health with dashboards and reports; provide leadership updates.
• Prepare clear summaries on sentiment, pain points, risks, and improvements.
• Drive closed-loop processes to address high-value feedback and issues.
• Improve VOC, escalation systems, and governance for scalable feedback.

Conhecimentos

VOC Programs

NPS/CSAT/CES

Cross-functional collaboration

Analytics & storytelling

Stakeholder management

Dashboards & BI

Communication skills

SaaS/Fintech knowledge

Attention to detail

Ferramentas

Power BI

Tableau/Looker

Qualtrics/Medallia

Descrição da oferta de emprego

Tech Mahindra in Lisbon is seeking a Program Manager, VOC & CX Programs to design, coordinate, and scale core Voice of the Customer and Customer Experience initiatives for fintech engagements. You will influence cross-functional teams to translate insights into actionable improvements across onboarding, support, and customer success.

The role emphasizes structure, execution, and stakeholder influence; you do not need to lead people, but must excel in coordination and delivery of customer-centric