Support the execution of the Voice of Customer (VoC) program and Software & Solutions Experience initiatives, with a specific focus on improvements implementation, adoption, and customer value realization across the end-to-end journey.
Ensure that customer feedback is translated into actionable insights that directly influence experience improvements.
Main Responsibilities
Voice of Customer (VoC) Program Execution
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- Support implementation of the VoC governance and operating model
- Coordinate VoC workflows from engagement request to insight delivery
- Prepare structured inputs for decision-making forums
- Support Customer Engagement Council logistics and documentation
Customer Engagement Coordination
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- Maintain the Engagement Registry and Research repository as the single source of truth
- Track customer interactions across teams and ensure alignment
- Support enforcement of engagement rules (frequency, prioritization)
- Enable coordinated, value-driven outreach
Customer Insights Activation
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- Collect and structure feedback
- Apply the Start / Stop / Continue framework to experience insights
- Ensure insights are reusable and linked to product and experience improvements
- Contribute to the customer intelligence framework with specific tagging and segmentation
Adoption, Performance & Governance
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- Track and analyze adoption metrics (usage, activation, retention indicators) with appropriate dashboards and support from the analytics team
- Support identification of experience gaps and friction points in the solutions journey
- Build and maintain dashboards linking customer feedback and adoption performance
- Contribute to measuring customer value realization
Solutions & Software Experience support
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- Support documentation of end-to-end customer journeys
- Help identify and track customer pains and gains throughout the entire journey
- Maintain and follow up on a software and solutions experience improvement backlog
- Support initiatives driving software adoption and customer success outcomes
Feedback Loop into Solutions and Roadmaps
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- Support translation of customer insights into actionable inputs for product and solution teams
- Ensure feedback is structured, prioritized and shared with relevant stakeholders
- Track how insights are reflected in roadmap decisions and improvements
Cross-Functional Coordination
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- Work closely with CXCT, LoBs, marketing, strategy and other relevant digital teams
- Support execution of cross-functional experience improvements
- Ensure visibility of insights impacting performance and adoption through diligent project management and management of relevant dashboards
- Track action plans and follow-ups
Deliverables
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- Formalized and maintained Engagement Registry and Research Repository