Academic Qualifications and Certifications:

· Bachelor's degree in Business Administration, Marketing, Statistics, Economics, or related field

· Master's degree in Business, Marketing, or Research

· CCXP (Certified Customer Experience Professional)

· VOC platform certifications (Medallia, Qualtrics, or similar)

· Market Research Society (MRS) or equivalent certification

· Data analytics or visualization certifications

Required Experience:

• 7+ years in customer experience, market research, customer insights, or VOC program management

• 3+ years managing VOC platforms and feedback programs at scale, preferably in a CoE or Group function

• Proven track record of consolidating insights across multiple business units or markets

• Experience establishing standards, governance frameworks, and best practices for VOC programs

VOC Center of Excellence:

· Establish and maintain Group VOC standards, methodologies, and governance frameworks.

· Define best practices for survey design, feedback collection, and insights generation.

· Develop VOC playbooks and toolkits for subsidiary and business unit adoption.

· Provide subject matter expertise and guidance to local VOC practitioners.

· Drive consistency in measurement frameworks (NPS, CSAT, CES) across the Group.

Group-Level Insights Consolidation:

· Aggregate and roll up customer insights from all subsidiaries into a unified Group view.

· Produce Group-level VOC reports and dashboards for executive leadership.

· Identify cross-subsidiary trends, patterns, and systemic customer issues.

· Enable benchmarking and performance comparison across markets and business lines.

· Maintain Group customer insights repository for strategic planning and decision-making.

VOC Program Governance and Quality Assurance:

· Monitor VOC program execution across subsidiaries to ensure adherence to Group standards.

· Conduct periodic audits of survey quality, response rates, and closed-loop effectiveness.

· Define and track VOC program KPIs at both subsidiary and Group levels.

· Manage the VOC program calendar to coordinate timing and prevent customer fatigue.

· Ensure data quality and integrity across all feedback sources.

Subsidiary Enablement and Capability Building:

· Partner with subsidiary CX teams to implement and optimize local VOC programs.

· Provide training and upskilling on VOC methodologies, tools, and analysis techniques.

· Support subsidiaries with survey design, analysis, and insights interpretation.

· Facilitate knowledge sharing and best practice exchange across markets.

· Coordinate with subsidiary teams on action planning and improvement initiatives.

Platform and Vendor Management:

· Own the relationship with VOC platform vendors from a business perspective.

· Define platform requirements and configurations to support Group and subsidiary needs.

· Manage platform governance including user access, permissions, and data security.

· Optimize platform utilization and drive adoption across the Group.

Coordinate with IT on technical integrations and system enhancements.