Voice of the Customer Specialist

We are seeking a strategic and customerfocused Voice of the Customer (VoC) Specialist to champion the voice of our customers across the organization. In this role you will lead initiatives to systematically collect analyse and activate customer feedback with a strong focus on enhancing the customer experience increasing satisfaction and driving retention. Your work will contribute to product development marketing strategies and operational improvements across the business that will drive our customers success and create Customers4life

Key Responsibilities:

• Customer Feedback Management:
  Manage platforms for capturing customer feedback across our portfolio to understand customer needs improvement suggestions and pain points throughout their customer life cycle journey.
• NPS CSATs& Sentiment Analysis:
  Lead the Net Promoter Score (NPS) program endtoend alongside other listening posts. Analyse trends generate insights and collaborate with stakeholders to act on feedback for continuous improvement.
• Customer Advisory & User Groups:
  in partnership with marketing and other areas of Unit4 organize and drive our customer advisory board and user groups to gather deeper
  qualitative insights capture product ideas and strengthen relationships with key customer segments
• Customer Retention Initiatives:
  Identify churn risks and customer success opportunities through feedback analysis. Partner with the Customer Success and Product teams to develop and implement retention strategies.
• Voice of Customer Strategy:
  In collaboration with marketing may plan organize and run virtual events including webinars roundtables and panels that both gather customer input and strengthen community engagement
• Virtual Customer Events:
  Plan organize and host virtual events (webinars roundtables customer panels) that both gather customer input and strengthen community engagement.
• Insights Reporting:
  Produce regular VoC dashboards and reports to share actionable insights with leadership and crossfunctional teams driving datainformed decisions.

Qualifications :

• around 3  years in customer experience customer success market research or related fields
• Strong understanding of customer satisfaction metrics like NPS and CSATs.
• Experience with VoC platforms (e.g. Gainsight)
• Proven experience in data analysis and reporting.
• Proven ability to translate customer data into strategic insights and actions
• Excellent communication facilitation and stakeholder management skills
• Experience hosting virtual events or managing online communities is a plus
• Passion for customer advocacy and delivering exceptional experiences

Nice to Have:

• Experience in SaaS tech or digital products

Additional Information :

Join Unit4 and be part of one of the most exciting journeys in the cloud ERP software space. Were a fastpaced highgrowth peoplecentric company delivering enterprise software for a great people experience 
and offering our own people a host of benefits and development opportunities. Grow with us!
 

At Unit4 we offer:
a culture built on trust giving you the freedom and autonomy to be successful 
balance with our uncapped time off policy remote working opportunities and Global Wellbeing Days 
when the whole company can switch off and prioritize wellbeing
talented colleagues role models and mentors work learn and be inspired by some of the best talent 
in the software industry
a commitment to sustainability with initiatives such as our Act4Good program a way for everyone at 
Unit4 to come together and engage in actions that benefit society and the planet
a safe and inclusive working environment supported by our Employee Resource Groups which are 
open to all and include Women at Unit4 Pride at Unit4 Mental Health and Access at Unit4 and 
People of Color at Unit4. 

Remote Work :

No

Employment Type :

Fulltime