Overview
Voice of the Customer (VoC) Manager Jobs in Pasay, National Capital Region, Philippines at Philippine Airlines
Title: Voice of the Customer (VoC) Manager
Company: Philippine Airlines
Location: Pasay, National Capital Region, Philippines
The Voice of the Customer (VoC) Manager will champion the implementation and management of end-to-end customer feedback collection and analysis, and a key partner of business units in identifying opportunity areas to enhance the customer experience across touchpoints. The VoC Manager plays a major role in enabling a customer-centric and data-driven culture in the organization.
Responsible for the measurement, monitoring, and analysis of the Customer Experience metrics – Customer Satisfaction (CSAT) and Net Promoter Score (NPS), covering customer’s overall and touchpoint experience, and identify key actionable learnings to help achieve CSAT and NPS targets.
Manage the Customer Experience Voice of the Customer Tools from design, execution, and integration in order to democratize customer data for service engagement, insighting, touchpoint performance monitoring and action planning.
Responsible for specific budget allocation in relation to initiatives on VOC Tool management and administration, and systems integration with key airline platforms.
Skills and Qualifications:
Customer-Centric Mindset: Deep understanding of customer journey and knowledgeable of customer interactions across all airline touchpoints, including pre-flight, in-flight, and post-flight experiences. Ability to champion the voice of the customer and ensure their feedback is integrated into decision-making processes at all organizational levels.
Analytical and Data-Driven Skills: Strong ability to analyze customer feedback from various channels (surveys, social media, NPS, CSAT, complaints, etc.) and convert qualitative data into actionable insights. Proficiency in VOC Tools (Qualtrics) and other airline platforms (Salesforce, etc.)
Leadership Abilities: Ability to effectively lead a team of VOC specialists, facilitate collaboration, providing guidance and inspiring high performance to achieve departmental goals.
Strategic Thinking: The candidate should possess strategic mindset, capable of developing and executing VOC plans aligned with company’s goals and objectives.
Project Management Skills: Strong organization skills with the ability to manage multiple research projects simultaneously, ensuring delivery of quality insights on a timely manner and within budgetary constraints.
