Senior Manager - VOC and Customer Insights

Lauritz Knudsen Electrical and Automation is a pioneering electrical and automation brand with a rich legacy of over 70 years in India. We offer comprehensive portfolio of low-voltage switchgear, medium-voltage switchgear, automation solutions, software, and services catering to diverse segments, including homes, agriculture, buildings, infrastructure, and industry.

JOB PURPOSE:

Drive the Voice of Customer(VOC) framework to systematically capture, analyse and translate Customer feedback into actionable insights. Lead development and governance of the VOC platform and Customer listening mechanisms across key touchpoints, enabling data-driven actions and continuous improvement in Customer Experience.

Position Title: Senior Manager VOC & Customer Insights

QUALIFICATION & EXPERIENCE: B.E./B.TECH (MBA (Preferred))

EXPERIENCE: 5–8 years of experience in Voice of Customer, Customer Experience, Customer Insights/Analytics or related areas. Experience in managing NSS/NPS/CSAT and other VOC programs. Experience with VOC/Survey platforms, CRM, dashboards and Customer analytics. Strong analytical and cross-functional stakeholder Management skills. Manufacturing/B2B industry experience preferred

KEY RESPONSIBILITIES:

VOC Framework & Customer

• Establish and govern the end-to-end VOC framework across key Customer touchpoints.
• Manage Customer listening programs including NSS, NPS,CSAT and other feedback mechanisms.
• Define survey methodology, triggers, sampling, frequency and feedback channels.
• Improve VOC coverage, response effectiveness and quality of Customer feedback.

VOC Platform & Digital Enablement

• Lead business requirements for development and enhancement of the VOC platform, including survey journeys, workflows, triggers, automation and dashboards.
• Partner with Digital and solution providers for platform implementation and enhancements.
• Enable omnichannel feedback collection across email, WhatsApp, telephonic and digital touchpoints.
• Drive adoption of capabilities such as Customer verbatim analysis, thematic classification, sentiment analysis and AI enabled Customer feedback analytics

Customer Insights & Analytics:

• Analyse Customer feedback and verbatims to identify trends, themes, pain points and key experience drivers.
• Generate actionable Customer insights across touchpoints and Customer segments.
• Analyse NSS,NPS and CSAT performance across businesses, regions, Customer segments and touchpoints to identify score drivers and areas requiring focused improvement
• Translate VOC findings into clear business insights and improvement opportunities for relevant stakeholders.

VOC Governance & Continuous Improvement:

• Establish VOC dashboards and governance reviews covering key Customer metrics, insights and actions.
• Ensure Customer dissatisfaction identified through VOC Channels is appropriately triggered and tracked through resolution
• Provide VOC insights and Customer pain points as inputs for Customer Journey Mapping and CX Process Excellence initiatives.
• Partner with relevant business functions to drive NSS,NPS,CSAT and other CX metrics and track agreed actions

KEY PERFORMANCE INDICATORS:

• VOC Coverage across identified Customer touchpoints
• VOC Platform Implementation, Adoption & Utilization
• Customer Feedback Capture & Response Effectiveness
• NSS/NPS Score improvement
• CSAT Score improvement
• Action Closure against Key VOC Insights
• VOC Dashboard & Insights Reporting

KEY COMPETENCIES:

• Complaint Management & Customer Recovery
• CRM/Complaint Management Systems
• RCA & CAPA Methodologies
• Escalation Management
• Data Analytics and Reporting
• Process design and improvement