Position Overview

Own the execution and operations of customer feedback surveys — NPS, CES, CSAT and related voice-of-customer programs — across markets and touchpoints, ensuring reliable, timely and actionable feedback data that fuels customer experience improvement and commercial insights.

What you will do
- Design, configure, launch and operate customer feedback surveys — NPS, CES, CSAT, transactional and relationship — across channels, markets and customer touchpoints.
- Manage survey operations end to end: audience selection and sampling, distribution and reminders, multilingual set-ups, pre-launch testing, response-rate monitoring and quotas.
- Administer the voice-of-customer platform and survey infrastructure: templates, question libraries, distribution logic, integrations with CRM and contact data, user access and permissions.
- Safeguard feedback data quality and compliance: contact data hygiene, consent and opt-out management, deduplication, response validity and data protection requirements.
- Route customer feedback to the right owners:



set up alerts and detractor notifications, support close-the-loop routines and track that issues raised through surveys are followed up.
- Deliver survey results and voice-of-customer updates to the CX-Insights team, commercial insights and business stakeholders, ensuring NPS, CES and CSAT results are complete, on time and correctly interpreted.
- Coordinate survey calendars, questionnaire changes and feedback governance with markets and functions, and manage survey platform vendors and external support.

What we require
- Proven experience in voice-of-customer or customer feedback operations, survey management, NPS, CES or CSAT programs, customer experience or CRM operations within a corporate or shared services environment. Hands-on experience administering survey or feedback platforms and running survey programs end to end is required.
- Bachelor’s degree or equivalent qualification in Business Administration, Marke

📌 Customer Feedback Specialist (Madrid)
🏢 Dormakaba
📍 Madrid