Voice of Customer & Insight Specialist in Belfast

At AIB, our values guide how we work and how we support each other. We’re looking for someone who puts Customer First, takes initiative and Owns the Outcome, and is always looking for ways to Eliminate Complexity. You’ll treat colleagues and customers with fairness and Show Respect, and you’ll thrive in a culture built on collaboration where we Be One Team to deliver meaningful impact.

Would you like to work in a collaborative insight‑led environment where customer feedback directly shapes improvement? Turn Voice of Customer data into clear, actionable insight that helps teams improve customer outcomes? Use your analytical skills to go beyond the score and explain the “so what” behind customer feedback?

The Role:

AIB UK is a subsidiary of AIB Group, Ireland’s largest bank and a leading bank in Europe. The UK business provides full-service retail and business banking in Northern Ireland, alongside Corporate Banking in Great Britain. This is a great opportunity to join the Customer Experience & Insights team, whose purpose is to strengthen AIB’s understanding of customer experience and advocacy, ensuring we consistently deliver good outcomes for customers and place the customer at the centre of decision making.

Role Purpose

We are looking for a Voice of Customer (VoC) Insights Specialist with genuine hands‑on experience in VoC and NPS reporting and insight generation. This role is focused on insight, interpretation and storytelling.

You will play a key role in:

• Producing clear, high‑quality VoC and NPS insight reporting
• Reviewing and refining customer journeys to ensure feedback is meaningful and actionable
• Bringing together insight from multiple sources (VoC, complaints, research and secondary insight)
• Supporting stakeholders to close the loop and prioritise the right actions

Your work will help teams understand what customers are telling us, why it matters, and where to focus, ensuring insight leads to real improvement in customer experience.

Key Accountabilities

1. VoC reporting & insight storytelling (NPS and beyond)
   • Produce regular VoC reporting (e.g., monthly/quarterly packs) covering transactional NPS, drivers, verbatims themes, and journey performance, with clear highlights, trends and implications.
   • Translate data into decision‑ready insight: “what happened, why it happened, so what, and what to do next.”
   • Build clear, consistent reporting views (tables/charts/dashboards) and maintain definitions and comparability over time.
2. Journey review & refinement (improving what we measure)
   • Review and refine journey definitions, triggers and tagging to ensure VoC measurement reflects the true end‑to‑end experience and produces reliable insight.
   • Partner with journey owners to identify moments‑that‑matter, pain points, and improvement opportunities surfaced by VoC.
3. Multi‑source triangulation (strong interpretation, not just outputs)
   • Triangulate insights across primary research, tracking, ad‑hoc studies, complaints, and VoC signals to produce a single, coherent story.
   • Use secondary research (industry benchmarks, competitor and published insight where available) to add context.
   • Work with stakeholders to support close‑the‑loop practices (especially detractor/service recovery follow‑up) and identify recurring root causes and systemic fixes.
   • Help improve consistency of follow‑up documentation/learning capture (e.g., ensuring outcomes are recorded and usable for insight).
   • Provide practical guidance/training content on using VoC outputs appropriately.
   • Use Medallia VoC (or similar) to pull insight outputs, segment results, interrogate verbatims/themes, and support reporting packs and stakeholder questions.
   • Apply good judgement to text analytics outputs (e.g., recognising that keyword/theme extraction is not the same as sentiment, and avoiding incorrect assumptions).

What you will bring

• Hands‑on VoC insights experience: producing reporting and interpretation from customer feedback programmes, including drivers and verbatim analysis.
• Experience using Medallia or a similar VoC platform (e.g., Qualtrics) able to navigate outputs and pull insight.
• Strong analytical thinking: can connect dots across sources and explain the “so what” in plain English.
• Familiarity with research basics (sample sizes, bias, what you can/can’t conclude) and ethical handling of customer feedback.
• Experience contributing to a mature VoC model: clear objectives, governance, and cross‑functional actionability.
• Confident stakeholder communication: able to present insight, answer questions, and shape action plans without over-claiming.

Nice to have

• Experience integrating VoC outputs into journey mapping or journey governance practices.
• Experience working with complaints and service feedback as an insight source.

A Reminder of What We Offer:

We are committed to offering our colleagues choice and flexibility in how we work and live and our hybrid working model enables our people to balance their time between working from home and their designated office, subject to their role, the needs of our customers and business requirements.

Some of our benefits include:

• Variable Pay
• Employee Assistance Programme
• Family leave options

Key Capabilities:

• Customer First - Building strong customer relationships and delivering customer centric solutions.
• Ensures Accountability - Holding self and others accountable to meet commitments.
• Collaborates - Building partnerships and working collaboratively with others to meet shared objectives.
• Research - Demonstrates ability to discover, develop and apply compelling customer insights to generate recommendations for customer centric solutions.
• Communication - Communicates with clarity and precision in both written and verbal contexts. Presenting complex information in a concise format that is audience appropriate.

AIB is an equal opportunities employer, and we pride ourselves on being the first bank in Ireland to receive the Investors in Diversity Gold Standard accreditation from the Irish Centre for Diversity. We are committed to providing reasonable accommodations for applicants and employees. Should you have a reasonable accommodation request please email the Talent Acquisition team at careers@aib.ie.

This role is part of the Fitness & Probity Regime and Individual Accountability Framework, which set out the specific requirements applicable.