Position Overview

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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

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- 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

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- 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 platfo

📌 Customer Feedback Specialist (Madrid)
🏢 Dormakaba Spain
📍 Madrid