Voice of the Customer Lead

We are looking for a customer-obsessed Voice of the Customer (VoC) Lead to help us drive our Insight Strategy across the business. This role is critical in capturing and translating customer insights into actionable improvements that enhance customer satisfaction, retention, and trust. You will lead the design and execution of a comprehensive VoC framework that supports our mission to deliver frictionless experiences and breaks down data siloes to create unified customer views.

Responsibilities

VoC Framework

• Design and maintain a robust VoC framework to capture insights and support customer-led decisions.
• Integrate feedback from different sources effectively.
• Manage end-to-end survey processes across SMS, online, and messaging channels.
• Continuously optimise tools and methodologies to improve data quality and response rates.
• Establish governance and best practices for feedback collection, analysis, and action planning.

Stakeholder Engagement and Cross-Functional Collaboration

• Act as the liaison between Insights & Propositions and other business units to embed insight into decision making.
• Support digital teams in survey design and feedback interpretation.

Supplier and Platform Management

• Manage VoC platforms and third-party vendors, ensuring tools are fit-for-purpose and deliver value.
• Lead platform evaluations, onboarding, and continuous improvement initiatives.

Advocacy for Customer-Centric Culture

• Represent the customer voice in strategic forums and projects.
• Ensure feedback is visible and influential across the organisation.
• Align with initiatives like the Admiral Customer Promise to embed trust, value, and ease.

Industry Best Practices

• Integrate feedback from emerging digital channels.
• Break down data silos to create unified customer views.
• Shift from reactive to proactive strategies using real-time insights.

Voice of the Employees

• Run an annual employee survey as part of VoC framework.
• Manage communications to drive business awareness and response rates.
• Integrate survey insights into VoC framework.

Experience and Qualifications

• Considerable experience in a VoC or similar role within financial services.
• Extensive experience with survey tools and feedback platforms.
• Ability to manage stakeholders and work cross-functionally.
• Passion for customer advocacy and a customer-first mindset.
• Excellent verbal and written communication skills.
• Knowledge of text analytics or natural language processing tools.

Please note – we may close this vacancy early if we receive lots of applications or business priorities change.

Admiral: Where You Can

We take pride in being a diverse and inclusive business. It\’s a place where you can Be You, and show up as you are. We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant. You can grow and progress at a pace and in a direction that suits you, make a difference for our customers and each other, and share in our future with all colleagues eligible for up to £X of free shares each year after one year of service.

Everyone receives days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of Y days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.

We’re proud of our people-first culture. In fact, we\’ve been recognized as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over Z years! We’re fully committed to ensuring your progression is not slowed or halted by barriers related to race, gender, age, sexuality, or any protected characteristics.

Our fantastic benefits ensure our colleagues have a great work-life balance; you can view some of our other key benefits on our website.

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