CX QA & Governance Specialist (VOC Analysis & Reporting)

Job Description

Lead the design, implementation and continuous enhancement of enterprise Voice of Customer (VOC) programmes, ensuring measurement approaches remain aligned with organisational priorities and customer experience objectives.

The role is responsible for governing enterprise customer feedback programmes across NPS, CSAT, CES and other Voice of Customer (VOC) initiatives, ensuring survey methodologies, customer feedback mechanisms and reporting frameworks are consistently applied across the organisation.

Working closely with Customer Engagement & Feedback Management, Journey Audit and Line of Business (LOB) stakeholders, the role ensures customer feedback is effectively translated into actionable recommendations that strengthen customer experience and business performance.

Responsibilities

• Lead and continuously enhance the enterprise Voice of Customer (VOC) programme, including NPS, CSAT, CES and other customer feedback initiatives.
• Design and manage customer surveys, measurement frameworks and feedback mechanisms to capture customer sentiment across key customer journeys.
• Govern survey methodologies, deployment processes, quality assurance standards and vendor partnerships to ensure reliable and actionable insights.
• Analyse customer feedback data to identify trends, root causes, pain points and opportunities for customer experience improvement.
• Develop dashboards, reports and executive presentations that translate customer insights into actionable business recommendations.
• Facilitate VOC governance forums and collaborate with business stakeholders to drive accountability and continuous improvement initiatives.
• Monitor customer experience performance and provide strategic recommendations to support service enhancement and transformation programmes.
• Drive reporting automation, dashboard development and process improvements using business intelligence tools.
• Collaborate with cross-functional teams to align customer insights with business priorities, customer recovery efforts and experience improvement initiatives.

Requirements

• Bachelor's Degree in Business, Marketing, Customer Experience, Statistics, Data Analytics or a related discipline.
• Minimum 5-7 years of experience in Voice of Customer (VOC), Customer Experience (CX), Customer Insights, Market Research or related fields.
• Strong knowledge of customer experience measurement frameworks, including NPS, CSAT and CES.
• Experience in survey design, survey governance, customer feedback management and insight generation.
• Strong analytical and problem-solving skills with experience conducting trend analysis and root cause analysis.
• Proficient in Power BI, Tableau or other business intelligence and data visualisation tools.
• Experience in reporting automation, dashboard development and performance reporting.
• Excellent stakeholder management and presentation skills, with the ability to influence senior leadership.
• Strong project management skills and ability to manage multiple priorities in a fast-paced environment.
• Experience working with cross-functional teams and managing external vendors is an added advantage.