Customer Experience Strategy & VOC Lead

About the role

The Customer Experience Strategy & VOC Lead will own the analytical backbone that unifies Voice of Customer data with operational metrics, turning insights into strategic recommendations across multiple markets. This senior role shapes business decisions by designing how customer feedback is captured, modeled, and acted upon.

Key responsibilities

• Design and own the VOC data architecture, integrating feedback, sentiment, and satisfaction data with operational and commercial sources.
• Build analytical engines linking VOC signals to service, retention, cost‑to‑serve and other performance metrics.
• Analyze qualitative and quantitative feedback to identify root causes, emerging risks and trends.
• Translate combined insights into strategic recommendations for senior leadership and develop a CX strategic roadmap with data‑backed business cases.
• Own closed‑loop feedback processes, ensuring insights drive product, operations and market decisions.
• Partner with analytics teams to combine modelling, forecasting and feedback into a coherent decision‑making system.
• Lead scenario planning and impact modelling for major CX initiatives such as new‑market entry or channel investments.
• Establish governance, standards and metrics for evolving CX data architecture as the business scales.

Required profile

• Bachelor’s degree in Technology, Mathematics, Statistics, Sciences or a related field.
• 5+ years of experience in CX strategy, business insights or analytics leadership, preferably designing VOC or customer‑data architecture.
• Project Management certification is a plus.

Required skills

• Strong data modelling and data interpretation abilities for strategic business insights.
• Proven track record advising senior leadership using data‑driven business cases.
• Excellent analytical, systems‑thinking, qualitative and quantitative research skills.