Manager, Voice of the Customer and Performance Analytics

Job description

The Manager, Voice of the Customer & Performance Analytics owns the global VOC and KPI insights engine for Customer Care. This role designs and manages how we listen to customers, how we measure performance, and how we turn data into decisions that improve products, processes and service. They ensure leadership has a clear, consistent, and actionable view of what customers are telling us and how our Customer Care operations are performing. 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...