Customer Experience & Insights Manager (m/w/d)
Core
Implement and manage the Voice-of-Client (VoC) program, analyze customer feedback to identify trends and growth opportunities, and derive actionable recommendations for Commercial, Operations, and Marketing teams.
Role type
Customer Experience & Insights Manager (VoC Program Lead)
Builds
VoC data infrastructure, strategic reports, and dashboards for cross-functional teams
Domain
Security services industry / Customer Experience / Data Analytics
Deliverable
dashboards & analysis
Required skills
VoC program management, customer feedback analysis, strategic recommendation formulation, data visualization, CRM system proficiency, analytical thinking
Preferred skills
Experience with Account Planning, Churn Reduction, Cross- and Upselling strategies
Technologies
Microsoft Dynamics, Qualtrics, Power BI, Excel
Responsibilities
Implement and steer the VoC program according to global standards, collect and structure VoC data, analyze feedback for trends and risks, create targeted reports and dashboards, communicate insights in meetings and workshops, ensure structured feedback processes and data governance compliance
Seniority
Mid-level, hands-on IC
