CX Voice of Customer Manager

Location: UK and Europe

Subject to Consultation

About the role

As part of the EMEA Packaging Customer Experience team you will work closely with local and global stakeholders to shape and deliver solutions to get closer to customers and understand what it will take to keep them loyal and win business and drive actions based on those insights.

With the overall objective of making DS Smith the easiest supplier to work with and deliver on the growth objectives it will be your mission to improve customer experience performance from Good to Great through empowering teams to drive insight-led improvement cycles close to the point of impact (our day-to-day customer interactions).

To achieve this you will design and embed the Voice of Customer capability (people process data systems) that empowers teams with customer insights and the rigor and discipline around taking impactful actions to boost customer experience where it matters.

You will shape and deliver solutions to capture customer feedback or insights; using analytics to create actionable insights that deliver value and put those in the hands of our teams close to customers. You will support coordinate and track improvement actions at different levels in the organization as part of a regular rhythm. You identify best practices across those improvements and suggest them to scale through standards.

Finally you bring the voice of customers to life in our business through creative ways of communication or other platforms that ensure that awareness and knowledge of our customer is front and center across our entire business.

KEY RESPONSIBILITIES:

• Lead the development of Voice of Customer (VOC) approach including Solution design development and adoption

• Develop the EMEA Benchmark & Continuous improvement approach: Process & Roles Data & Metrics/KPIs Analytics Insights and Dashboards

• Improvement action tracking and best practice identification: Hands-on at CBU level monitoring at sub-regional level

• Democratisation & Governance: supporting enabling and governing local survey initiatives

• Analyse qualitative and quantitative customer feedback from multiple sources identifying trends patterns and root causes behind customer sentiment

• Define deploy and follow-up of a customer insights-led continuous improvement approach at contact account functional level

• Establish a rhythm with sub-regions to understand and track their improvement actions identifying best practices to scale

• Work closely with the CBU team and divisional functions to coordinate support and track their action plans

• Find creative ways to interest and engage a wide employee population on customer insights creating greater customer awareness and driving a customer obsessed culture.

About You

• Qualified to bachelors degree level in Business/Marketing or equivalent experience

• Experience with designing delivering and optimising a closed loop voice of customer approach incl. digital solution with business wide adoption in a B2B Packaging environment

• Demonstrable experience improving customer experience performance through insight-led continuous improvement cycles

• Experience in CX or commercial roles in B2B with customer/competitor research across multiple methodologies (quant/qual/online/phone/etc.)

• Ability to analyse qualitative and quantitative customer feedback

• Experience with text analytics sentiment analysis and natural language processing (NLP) for unstructured data

• Comprehensive understanding of business improvement methodologies/tools. Eg: Customer journey mapping service blueprint etc.

• Strong project management skills and ability to shift from planning projects to planning programs with ease

• Strong experience in data analysis (combining multiple data sources) to create relevant insights and the ability to engage the organisation on those insights (story telling)

• Experience with KPI setting and reporting tools

• Experienced bringing in and successfully managing a network of suppliers.

Required Experience:

Manager