Voice of Customer Manager

Convatec Paddington, England, United Kingdom

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Convatec Paddington, England, United Kingdom

Join to apply for the Voice of Customer Manager role at Convatec

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. Group revenues in 2024 were over $2.2 billion.

The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit http://www.convatecgroup.com

Join us on our journey to #ForeverCaring!

As a Voice of Customer Manager you will build consensus amongst all business units for the creaton 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 until 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
• Profeicient 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 & delevopment
• 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.

Beware of scams online or from individuals claiming to represent Convatec

A formal recruitment process is required for all our opportunities prior to any offer of employment. This will include an interview confirmed by an official Convatec email address.

If you receive a suspicious approach over social media, text message, email or phone call about recruitment at Convatec, do not disclose any personal information or pay any fees whatsoever. If you’re unsure, please contact us at careers@Convatec.com.

Equal opportunities

Convatec provides equal employment opportunities for all current employees and applicants for employment.

This policy means that no one will be discriminated against because of race, religion, creed, color, national origin, nationality, citizenship, ancestry, sex, age, marital status, physical or mental disability, affectional or sexual orientation, gender identity, military or veteran status, genetic predisposing characteristics or any other basis prohibited by law.

Notice to Agency and Search Firm Representatives

Convatec is not accepting unsolicited resumes from agencies and/or search firms for this job posting. Resumes submitted to any Convatec employee by a third party agency and/or search firm without a valid written and signed search agreement, will become the sole property of Convatec. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral. Thank you.

Already a Convatec employee?

If you are an active employee at Convatec, please do not apply here. Go to the Career Worklet on your Workday home page and View "Convatec Internal Career Site - Find Jobs". Thank you!

Seniority level

• Seniority level

Mid-Senior level

Employment type

• Employment type

Full-time

Job function

• Job function

Management and Manufacturing

• Industries

Medical Equipment Manufacturing

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Salary: GBP 36000 - 60000 per year

Experience: 5 years required