Customer Experience Strategy & VOC Lead

Role Overview

This position sits at the centre of how the organisation hears, interprets and acts on customer feedback. Day to day, you will decide how voice-of-customer signals — survey responses, sentiment, satisfaction scores — are collected, structured and modelled, then fuse them with operational and commercial data so leaders can see precisely which service, swap, retention and cost-to-serve factors are shaping customer outcomes. The business is scaling across multiple countries, and the quality of its CX investment decisions depends on someone building and owning the analytical system that turns customer noise into defensible evidence.

Key Responsibilities

• Own the VOC data architecture end to end: define how feedback, sentiment and satisfaction data is captured, structured and modelled, and how it connects to operational and commercial sources.
• Build the analytical layer that links customer signals to service performance, swap activity, retention and cost-to-serve, so cause and effect are visible rather than assumed.
• Mine qualitative and quantitative feedback for root causes, recurring themes and emerging risks, packaging findings so they can be acted on rather than filed.
• Shape strategy with evidence: turn combined customer and operational insight into recommendations for the Head of CX and the wider leadership group, and use it to inform the CX roadmap and the business case for investment.
• Run closed-loop feedback processes, working alongside product, operations and in-country teams to ensure insight converts into changed behaviour and measurable follow-through.
• Partner with analytics teams so forecasting and modelling reinforce the same decision-making system as feedback reporting, rather than running as parallel tracks.
• Lead scenario and impact modelling for major CX decisions, including new-market entry, channel investment and staffing model changes.
• Design and run listening activity across channels and markets, tracking sentiment and satisfaction trends across the country footprint and flagging divergence early.
• Set governance and standards for how the CX data architecture evolves as the business scales, and advise leadership on where capability gaps need closing.

Requirements & Qualifications

• Bachelor's degree in technology, mathematics, statistics, a science discipline or a related field.
• 5+ years in CX strategy, business insights or analytics leadership, ideally including direct experience designing voice-of-customer or customer-data architecture.
• Fluent in data modelling and interpretation, with the ability to convert complex datasets into clear strategic business insight.
• A demonstrable track record of advising senior leadership and constructing data-backed business cases.
• Strong analytical and systems-thinking abilities, spanning both qualitative and quantitative research methods.
• Project management certification is an added advantage.