Strategic Program Manager, VOC & CX Programs

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

We’re Tech Mahindra, a multinational Technology Company with 30 years of experience and with more than 141.000 associate providing Information Technology and Business Process Outsourcing Services.

About the role:

We’re looking for a Program Manager, VOC & CX Programs to join our Customer Experience team for one of our fintech engagement. In this role, you’ll help design, coordinate, and scale core Voice of the Customer and Customer Experience programs that turn customer insight into action. You’ll support cross-functional initiatives that improve onboarding, support, customer success, service design, and customer outcomes as engagement continues to scale.

This role is ideal for someone who enjoys building structure, driving execution, and making sure customer feedback leads to meaningful operational improvement. You do not need to lead people to be successful in this role, but you do need to be strong at influence, coordination, and follow-through.

Who you’ll be working with and reporting to

You’ll report to our Delivery Head, and work closely with teams across Customer Success, Support, Onboarding, Product, Product Operations, RevOps, Data, and Marketing.

Our team is highly collaborative and focused on improving the end-to-end customer experience through better listening, better prioritization, and better execution. You’ll partner with stakeholders across the business to ensure customer feedback is not just collected but translated into action.

What you’ll be doing

As a Program Manager, VOC & CX Programs, you will:

• Run core VOC programs including NPS, CSAT, CES, feedback loops, listening posts, and closed-loop follow-up processes.
• Escalation Management through the co-ordination of relevant stakeholders aiming for resolution within the documented SLAs.
• Coordinate CX improvement initiatives that connect customer insight to action across onboarding, support, customer success, self-service, and lifecycle experience.
• Identify themes and root causes in customer feedback by analyzing structured and unstructured inputs across surveys, escalations, support trends, account feedback, and operational signals.
• Partner cross-functionally to support prioritization and execution by working with Product, Support, Success, and Operations teams to turn insight into measurable actions.
• Track program health and business impact through dashboards, reporting, action logs, trend analysis, and regular stakeholder updates.
• Prepare clear summaries for leaders and stakeholders on sentiment, top pain points, recurring friction, emerging risks, and improvement opportunities.
• Drive closed-loop follow-up processes to ensure high-value customer feedback, detractors, and recurring issues are acknowledged, tracked, and addressed.
• Improve VOC and Escalation systems, processes, and governance so feedback collection is consistent, scalable, and connected to decision-making.
• Support customer-centric ways of working by helping build repeatable mechanisms that keep the customer voice visible across the organisation.
• Contribute to CX transformation initiatives tied to onboarding, time-to-value, service experience, automation, and journey improvement.

To put things into context

In this role, you can expect to work on priorities such as:

• maturing NPS, CSAT, and CES into a stronger VOC program
• Tightening the escalation process and prioritization across the business
• improving closed-loop processes for detractors and high-risk feedback
• surfacing recurring customer pain points across onboarding and support
• strengthening customer journey insights across lifecycle stages
• improving how feedback is shared with Product and Operations teams
• building dashboards and reporting that show sentiment, trends, and business impact
• helping customer-facing teams act on insight faster and more consistently

You can expect to work across a tech environment that includes survey platforms, CRM, support tooling, customer success platforms, BI/reporting tools, workflow tools, and collaboration tools.

Examples:

Salesforce, Zendesk, Gainsight or similar, Qualtrics/Medallia/Delighted or similar, Looker/Tableau/Power BI, Jira/Asana/Linear, and Slack.

What you bring

You’ll thrive in this role if you have:

• Program management experience in Customer Experience, Voice of the Customer, Customer Success Operations, Support Operations, or Business Operations.
• Experience running or supporting VOC and feedback-led programs including survey execution, analysis, action planning, and stakeholder coordination.
• A structured, analytical mindset with the ability to turn customer insight into clear recommendations and practical next steps.
• Strong cross-functional collaboration skills and the ability to work effectively with Product, Support, Success, Data, and Operations teams.
• Strong written and verbal communication skills with the ability to present findings clearly to both working teams and leadership stakeholders.
• Strong organizational and execution skills with attention to detail, follow-through, and comfort managing multiple workstreams at once.
• Experience with dashboards, reporting, and insight storytelling that helps teams make better decisions.
• A customer-centric mindset with a genuine interest in improving experiences, removing friction, and helping teams act on what matters most.
• Comfort operating in a fast-moving, scaling environment where priorities may evolve and strong judgment matters.
• A background in SaaS, fintech, B2B technology, CX, CS, or support-led environments.

Nice to have

• Experience with NPS, CSAT, CES, and closed-loop program design
• Experience in fintech, spend management, B2B SaaS, or financial operations
• Familiarity with journey mapping, service design, root cause analysis, or process improvement
• Exposure to customer onboarding, support operations, or customer success models
• Experience with automation, AI-assisted service workflows, or self-service improvement programs

Success in this role looks like

• VOC programs are structured, reliable, and tied to action.
• Escalations are resolved within SLAs and inform the business on product or process improvements
• Customer feedback is easier to interpret, priorities, and operationalize.
• Detractor and high-risk signals are followed up with greater speed and consistency.
• Leaders have clearer visibility into customer sentiment, trends, and root causes.
• Cross-functional teams act faster on recurring issues across onboarding, support, and success.
• The customer voice becomes more visible in prioritization and operational decision-making.

Our cultural values are Driving positive Change, Celebrating each moment and Empowering all to rise.

Tech Mahindra is an Equal Employment Opportunity employer. We promote and support a diverse workforce at all levels of the company. All qualified applicants will receive consideration for employment without regard to race, religion, color, sex, age, national origin or disability. All applicants will be evaluated solely on the basis of their ability, competence, and performance of the essential functions of their positions.