Position OverviewOwn 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 DoDesign, 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 requireProven 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, Marketing, Economics, Psychology, Stat

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