Voice of The Customer Lead 12 Month Fixed Term

1 month ago

Cambridge, United Kingdom Abcam Plc Full time

Company Description
**For over 20 years, abcam has been providing tools the scientific community needs to enable faster breakthroughs in critical areas like cancer, neurological disorders, infectious diseases, and metabolic disorders.**

We believe that to continue making progress, we need to work together in new ways. We need your own unique perspective as well as this of our people to make an always greater impact on the world. This community needs people like you: dedicated, agile and above all audacious so we can truly bring progress forward.

**Job Description**:
As one of our team takes some time off on parental leave, we have an opportunity for a 12 month fixed term contract leading our drive to an exceptional customer experience and identifying opportunities to improve the customer journey. You will play a crucial role in gathering, analysing, and translating customer feedback and insights into actionable strategies. You will create the way to get the voice of the customer into the organisation, providing key insights to drive customer-centric initiatives and improve overall customer experience. You will collaborate closely with cross-functional teams, including marketing, sales, service, supply chain manufacturing, R&D and finance to ensure that customer feedback is integrated into the decision-making processes and business strategies.

As VOC lead, you will own and influence all our global efforts to delivering an industry agnostic leading customer experience measured by transactional Net Promotor Score (tNPS). You will provide management office support for customer journey improvement programmes to address customer pain points and deliver improvements throughout our customer experience. Having a customer centric obsession and a desire to affect change on behalf of the customer is key.

You will partner with cross functional teams to develop our omnichannel survey strategy and take advantage of new technology capabilities to improve customer and commercial outcomes. You’ll need a passion for continuous improvement, innovation, be curious, a strong communicator and enjoy challenging the status quo and thinking creatively to solve problems. Previous experience in Life sciences or a regulated environment is also an advantage.

You will need to be comfortable in an environment where change is a constant, at Abcam we are always striving to improve everything we do.

**Key Responsibilities**:

- Utilise effective mechanisms for gathering customer feedback through various channels, such as surveys, interviews, focus groups etc.
- Analyse customer feedback data to identify trends, patterns, and actionable insights that can inform business strategies and drive improvements to our customer experience journey.
- Use data analysis tools and techniques to measure customer satisfaction, loyalty, and overall sentiment.
- Develop a comprehensive VOC strategy aligned with business objectives, ensuring that the voice of the customer is consistently considered in decision-making processes.
- Collaborate with internal stakeholders to define, measure and control key performance indicators (KPIs) and metrics to track customer satisfaction, loyalty, and retention.
- Identify areas of improvement and recommend tactics and strategies to enhance the overall customer experience across different touchpoints.
- Liaise across all functions to turn tNPS insights into customer needs, pain points, and emerging customer experience trends and opportunities.
- Collaborate with marketing teams to develop customer-centric messaging and communication strategies.
- Coordinate with sales teams to gather feedback on customer needs, pain points, and emerging experience prospects.
- Partner with our service teams to identify and address common customer issues and drive improvements in service delivery.
- Prepare and present regular reports on customer feedback insights, highlighting key findings, trends, and actionable recommendations to senior management and relevant stakeholders.
- Communicate customer insights effectively across the organization, fostering a customer-centric culture and driving awareness of customer needs and expectations.
- Provide guidance and training to employees on leveraging customer feedback to improve their performance and enhance customer interactions.

**Qualifications**:
You are degree educated with a passion for understanding customer needs and driving customer-centric initiatives. You have an in depth understanding of Net Promoter Score and familiarity with customer experience measurement methodologies/best practices with proficiency in using customer feedback management tools along with being highly organised and have the ability to multi-task and prioritise as you will be working on multiple tasks simultaneously.You have strong project management skills with excellent communication, presentation and listening skills and the ability to convey complex information in a clear and concise manner.

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