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Voice of Customer Program Manager

2 months ago

Leicester, Leicester, United Kingdom Hastings Direct Full time

Job Summary

Hastings Direct is seeking a highly skilled Voice of Customer Program Manager to lead the development and implementation of a holistic Voice of Customer (VoC) program. The successful candidate will be responsible for ensuring that customer feedback is collected, analyzed, and used to drive business decisions.

Key Responsibilities

  • Develop and deliver a comprehensive VoC program that covers customer feedback through interactions, journeys, and review sites.
  • Ensure that customer feedback is collected through the right channels and that appropriate controls are in place for survey content, volumes, segmentation, and more.
  • Partner with the Customer Experience, Data, and Insights teams to analyze and act on customer feedback, ensuring that data inputs and outputs are accurate and meet business needs.
  • Champion a customer-first attitude and drive business decisions that prioritize customer experience.
  • Lead the development and implementation of processes, approaches, and tools that strengthen the VoC capability and ensure best practice.
  • Embed awareness and understanding of customer feedback across the organization, driving and supporting the use of customer feedback in day-to-day practices.

Requirements

  • Strong experience in running a company-wide VoC program, with a deep understanding of VoC data outputs and how to work them to drive actionable insight and value.
  • Experience working collaboratively with analytics teams to deliver impactful, tailored reporting and dashboards at all levels.
  • Genuine passion for putting data-driven customer insight at the heart of the organization, with the ability to translate and shape complex ideas into simple, easily understood outputs.

What We Offer

Hastings Direct is a dynamic and growing company that values its employees and customers. We offer a range of benefits, including:

  • An attractive salary based on experience, plus car allowance.
  • Flexible working arrangements, including hybrid working options.
  • A competitive bonus scheme, based on individual and business performance.
  • Private medical insurance, life assurance, and income protection.
  • A range of financial wellbeing support, including discounts and cashback at everyday retailers and on our own products.
  • A mental wellbeing program, including access to a mental health app, colleague assistance program, and dedicated team support.
  • 27 days annual leave, plus bank holidays, with the option to buy or sell one week of leave.
  • Access to our healthcare cashback plans, dental plans, and discounted health assessments.
  • Cycle to work and tech schemes, discounted and free onsite facilities, and social events throughout the year.

Our 4Cs Principles

We believe in creating the right culture for our colleagues and giving them the right tools to do their job. This enables us to deliver good outcomes for every customer, grow the company profitably and sustainably, and invest in the communities we serve.

Equal Opportunities Employer

Hastings Direct is an equal opportunities employer, committed to treating people fairly and welcoming applications from all suitably skilled persons, regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment, or marital/family status.