Manager, Voice of the Customer and Performance Analytics

Key Responsibilities

• Design and manage the global Voice of the Customer program for Customer Care, integrating surveys, complaints, NPS, CSAT, digital feedback and other signals
• Build and maintain global KPI frameworks and dashboards for key metrics (NSAT, FCR, AHT, backlog, service levels, quality, digital adoption)
• Analyze qualitative and quantitative customer feedback and operational performance data to identify trends, pain points and improvement opportunities
• Prepare regular insights packs for leadership, including commentary, root-cause hypotheses and recommendations.
• Partner with Customer Journey, Operational Excellence, and Technology & Transformation to ensure that insights are converted into prioritized actions and projects
• Ensure data quality and consistency across regions and suppliers; resolve discrepancies and align on KPI definitions and reporting
• Support business cases and transformation initiatives with robust analytical inputs and impact measurement.
• Track the impact of changes (process, technology, supplier actions) on customer metrics and operational performance

Basic Qualifications

• Bachelor’s degree in Business, Statistics, Economics, Engineering, Data Science or related field
• 8+ years of experience in Analytics, VOC/Customer Insights, BI, or Performance Management, ideally within Customer Care or CX
• Experience working with large datasets and multiple data sources (internal & external)
• Strong analytical and storytelling skills – able to turn complex data into clear narratives and recommendations
• Proficiency with data and reporting tools (e.g., Power BI, Qlik, Tableau, Excel, or similar)
• Experience designing or managing VOC programs, surveys, or customer research
• Solid understanding of contact center KPIs and operations
• Ability to collaborate effectively with cross-functional teams and influence without direct authority
• Strong attention to detail and data quality; comfortable challenging numbers and assumptions

Preferred Qualifications

• MBA
• Prior work in a global or multi-region context and with outsourced operations is preferred
• Experience with survey platforms or market research methods is a plus