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For Companies At a Glance
- Tasks: Lead the Voice of Customer programme, creating impactful surveys and analysing customer feedback.
- Company: Convatec is a global leader in medical solutions, dedicated to improving lives through innovative products.
- Benefits: Enjoy a hybrid work model, competitive salary, bonuses, and exceptional training opportunities.
- Why this job: Make a real impact in healthcare while working in a supportive and collaborative culture.
- Qualifications: Degree in Business or IT, 5+ years in Customer Experience, and expertise in VoC tools required.
- Other info: Join us on our journey to #ForeverCaring and help shape the future of patient care.
The predicted salary is between 36000 - 60000 £ per year.
Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs.
As a Voice of Customer Manager you will build consensus amongst all business units for the creation of harmonized reports. You will develop ideas as to why survey response rates are lower than expected & test new approaches. You will find the best way to visualize metrics and determine if there is a statistical link between a marketing measure and improved financial performance.
ABOUT THE ROLE:
- Manage the roll out of the VoC programme across countries and business units
- Be the expert in the Forsta VoC tool, building complex surveys, translating and launching across multiple markets and business units
- Liaise and guide local markets to select the appropriate survey channel and ensure the correct customers are targeted
- Collaborate with IT to extract relevant customer data from CRM to launch surveys
- Develop live dashboards to monitor scores in real time
- Implement a system of alerts to ensure any low scores are addressed promptly
- Perform insightful analysis, building complex text analytics models
- Be an expert on measures of CX and strategies to drive response rates
- Present results to stakeholders at all levels of the business – tailoring presentation styles and content as appropriate
- Build inner and outer loop feedback mechanisms to ensure feedback is acted upon locally and at business unit level as appropriate
- Communicate programme updates and scores to the organization, to ensure the VoC programme is fully embedded in the business
- Continuously improve the programme by gathering feedback from internal and external sources and implementing optimizations
- Identify and launch new transactional surveys, managing any IT requirements
- Understand and recommend how AI can be harnessed to optimize feedback collection and the analysis of results
- Manage the relationship with our VoC solution provider (Forsta), critically evaluating any new features or potential new suppliers
ABOUT YOU:
- Educated to degree level in relevant subject (Business, IT, Research)
- Minimum 5 years experience in Customer Experience or Voice of Customer roles
- Healthcare/Pharma or B2B experience desired
- Expert in VoC tools (Qualtrics, Forsta)
- Expert in data analysis & report creation using multiple data sources
- CCXP is preferable
- Project management experience
- Proficient in data science techniques including statistical analysis, building text analytics models and correlation/regression analysis
- Experience with the following tools: Power BI, Looker Studio & Excel
- Strong Business Partner approach
- Data storyteller / visualizer
- Inquisitive and problem-solving mindset
- Resilient self-starter, confident in managing a global VoC programme across multiple countries and business units
- Excellent communicator to all stakeholders / levels of the business
WHAT YOU’LL GET:
- Office based role on a hybrid/remote working model (position may involve travel up to 5%, mostly within Europe)
- Competitive salary & bonus
- Exceptional benefits
- Training & development
- Collaborative & supportive culture
READY TO JOIN US? At Convatec we’re pioneering trusted medical solutions to improve the lives we touch. If you’re ready to make a real impact, apply today and help us bring our Forever Caring promise to life.
Voice of Customer Manager employer: Rhian_Convatec
Contact Detail:
Rhian_Convatec Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Voice of Customer Manager
✨Tip Number 1
Familiarise yourself with the Forsta VoC tool, as being an expert in this software is crucial for the role. Consider taking online courses or tutorials to enhance your skills and demonstrate your commitment to mastering the tool.
✨Tip Number 2
Network with professionals in the healthcare and pharma sectors, especially those who have experience in Customer Experience roles. Engaging with industry peers can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Prepare to discuss your experience with data analysis and report creation during interviews. Be ready to share specific examples of how you've used data to drive customer experience improvements in previous roles.
✨Tip Number 4
Stay updated on the latest trends in customer experience and voice of customer strategies. Being knowledgeable about current best practices will help you stand out as a candidate who is proactive and informed.
We think you need these skills to ace Voice of Customer Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Voice of Customer Manager position. Tailor your application to highlight relevant experience in customer experience and data analysis.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience with VoC tools like Forsta or Qualtrics, as well as your project management skills. Use specific examples to demonstrate how you've successfully managed similar programmes in the past.
Showcase Your Analytical Skills: Since the role involves data analysis and report creation, include details about your proficiency in data science techniques and tools such as Power BI and Excel. Mention any complex analytics models you've built and the impact they had on previous projects.
Tailor Your Communication Style: Given that you'll be presenting results to stakeholders at various levels, ensure your application reflects your ability to communicate effectively. Provide examples of how you've tailored presentations for different audiences in the past.
How to prepare for a job interview at Rhian_Convatec
✨Know Your VoC Tools
Familiarise yourself with the Forsta VoC tool and other relevant platforms like Qualtrics. Be prepared to discuss your experience in building complex surveys and how you've used these tools to gather insights in previous roles.
✨Showcase Your Data Analysis Skills
Be ready to demonstrate your proficiency in data analysis and report creation. Bring examples of how you've used statistical techniques, text analytics models, and visualisation tools like Power BI or Looker Studio to drive customer experience improvements.
✨Prepare for Stakeholder Engagement
Think about how you would tailor presentations for different stakeholders. Practice explaining complex data in a simple way, as you'll need to communicate findings effectively across various levels of the business.
✨Emphasise Your Problem-Solving Mindset
Convatec values inquisitive and resilient candidates. Prepare to discuss specific challenges you've faced in previous roles and how you approached problem-solving, especially in managing global programmes across multiple countries.
