Position Overview

Be the voice of the customer in every decision that matters. The Customer Insights Specialist compiles, processes and analyzes feedback from any voice-of-the-customer (VoC) initiative – NPS programs, customer journeys, surveys, interviews, reviews and operational feedback – and turns it into clear, well-distributed insights that the teams running campaigns, customer experience improvements and commercial actions can act on. This role does not lead VoC actions: it makes sure that what customers tell us is captured, understood and delivered to the right teams in a form they can use.

You will connect what customers tell us with the teams that act on it, across three connected areas:

• Compiling the customer voice: collect, validate and consolidate feedback from any VoC initiative (NPS and loyalty surveys, CSAT and transactional surveys, customer interviews, reviews, complaints, support and service feedback), building a complete picture of loyalty, satisfaction and needs across segments, regions and touchpoints.
• Customer journey insights:



analyze how customers experience us across the journey – from first contact to purchase, onboarding, support and renewal – connecting feedback from every listening channel to identify friction points and moments of truth.
• Generating and distributing insights: turn feedback into decision-ready insights and get them into the hands of the teams that run campaigns, customer experience improvements and commercial actions.

What you will do

• Compiling the voice of the customer Collect, validate and consolidate feedback from every listening source – NPS and loyalty surveys, CSAT/CES and transactional surveys, customer interviews, win/loss conversations, product feedback, online reviews, complaints and support/service feedback – into one de-duplicated view of the customer voice, so no signal is lost and none is counted twice. Query and analyze survey data directly in Qualtrics: navigate responses, build queries and v

📌 Customer Insights Specialist (Madrid)
🏢 Dormakaba España
📍 Madrid