Role Overview & Purpose:

The Voice of Customer (VOC) Lead for Europe is a key driver of customer-centric initiatives across the region. This role involves collecting, analyzing, and leveraging customer feedback to enhance services and overall customer satisfaction. The VoC Lead champions the voice of the customer within the organization, ensuring feedback is heard, understood, and acted upon. You will understand complex customer problems, design data-driven recommendations and experiences, and work with cross-functional teams to implement customer-centric solutions. This role aims to improve customer experience, drive improvements of Customer effort score, satisfaction & NPS, and support the organization's growth objectives through actionable insights derived from comprehensive data analysis.

Responsibilities:

• Collect and Analyze Feedback: Gather customer feedback from various channels, including surveys and customer service interactions.

• Identify Trends and Insights: Analyze VOC & Customer Contact data to find trends, patterns, and actionable insights for service improvements.

• Measure and drive increased usage of current VOC systems and tools

• Collaborate with Teams: Work with different functions to ensure customer feedback leads to actionable improvements and ensure that these improvements are communicated back to the customer.

• Develop VoC Programs: Create and manage VoC programs, surveys, and tools to continuously capture and analyze feedback.

• Champion Customer Experience: Advocate for customer experience best practices within the organization.

• Present Findings: Prepare and present reports and recommendations to senior management based on customer insights.

• Regional Focus, Tailor VoC initiatives to meet the specific needs of customers across Europe.

• Generate Insights: Extract meaningful insights from large and complex datasets and systems

• Drive Customer Improvement Actions and measure the related impact on customer and the business metrics.

Skills and Capabilities:

• Strong Data and Analytical Skills: Ability to analyze large sets of data to derive actionable insights.

• Proficiency in Data Modeling and Business Intelligence Tools: Experience with data modeling, business intelligence tools, and VoC customer tools.

• Excellent Communication and Presentation Abilities: Strong verbal and written communication skills to effectively present findings and recommendations.

• Customer Experience Principles: Strong understanding of customer experiences principles, techniques and best practices.

• Strategic Thinking: Ability to think strategically and align VoC initiatives with organizational goals.

• High Degree of Organization: Strong organizational skills, accuracy, and synthesis.

• Curiosity in Data Mining: Interest in data mining and statistical analysis.

Qualifications:

• Minimum of 5 years of experience in a customer Care, Customer Service, Supply chain or related Roles

• Demonstrated experience in customer experience, VOC or related role.

• Experience working in a regional role is preferred.

• Proficiency in data analysis tools (e.g., SQL, Python, R) and business intelligence platforms (e.g., Tableau, Power BI,..) is preferred

• Familiarity with customer Centricity, VoC tools and methodologies.

• Fluent in English

Location:

• This role is based in Europe and may require occasional travel within the region.

• Any EMEA Hub location is acceptable, but Voisin le Bretonneux, France is preferred.

• Hybrid mode: 3 days in the respective office hub.