Strategic Program Manager, VOC & CX Programs

Messy spend management is tricky business. And tedious processes are a lose-lose situation for all involved not just finance. At Pleo were changing that. We build spend solutions that make managing money seamless empowering and surprisingly effective for finance teams and employees alike - with a vision to help all businesses go beyond.

The word Pleo actually means more than youd expect and living by that mantra has been the secret to our success over the last 10 years.

Now were at a pivotal moment in our journey; every move we make has a direct impact on our 40000 customers our business and our collective success. We need people who take pride in uncovering customer needs who turn complex problems into simple solutions challenge the way things are done (respectfully) and always aim high. With great ambitions driving us forward we cant say weve got this whole thing figured out. And frankly thats half the fun! What we can say is that were a driven progressive and importantly a kind bunch of 850 people from over 100 nationalities all committed to delivering the future of business spending together.

Were looking for a Program Manager VOC & CX Programs to join our Customer Experience this role youll help design coordinate and scale core Voice of the Customer and Customer Experience programs that turn customer insight into action. Youll support cross-functional initiatives that improve onboarding support customer success service design and customer outcomes as Pleo continues to scale.

This role is ideal for someone who enjoys building structure driving execution and making sure customer feedback leads to meaningful operational improvement. You do not need to lead people to be successful in this role but you do need to be strong at influence coordination and follow-through.

Youll report to our Director of Program Management & Operations and work closely with teams across Customer Success Support Onboarding Product Product Operations RevOps Data and Marketing.

Our team is highly collaborative and focused on improving the end-to-end customer experience through better listening better prioritisation and better execution. Youll partner with stakeholders across the business to ensure customer feedback is not just collected but translated into action.

As a Program Manager VOC & CX Programs you will:

• Run core VOC programs including NPS CSAT CES feedback loops listening posts and closed-loop follow-up processes.

• Escalation Management through the co-ordination of relevant stakeholders aiming for resolution within the documented SLAs.

• Coordinate CX improvement initiatives that connect customer insight to action across onboarding support customer success self-service and lifecycle experience.

• Identify themes and root causes in customer feedback by analysing structured and unstructured inputs across surveys escalations support trends account feedback and operational signals.

• Partner cross-functionally to support prioritisation and execution by working with Product Support Success and Operations teams to turn insight into measurable actions.

• Track program health and business impact through dashboards reporting action logs trend analysis and regular stakeholder updates.

• Prepare clear summaries for leaders and stakeholders on sentiment top pain points recurring friction emerging risks and improvement opportunities.

• Drive closed-loop follow-up processes to ensure high-value customer feedback detractors and recurring issues are acknowledged tracked and addressed.

• Improve VOC and Escalation systems processes and governance so feedback collection is consistent scalable and connected to decision-making.

• Support customer-centric ways of working by helping build repeatable mechanisms that keep the customer voice visible across the organisation.

• Contribute to CX transformation initiatives tied to onboarding time-to-value service experience automation and journey improvement.

In this role you can expect to work on priorities such as:

• maturing NPS CSAT and CES into a stronger VOC program

• Tightening the escalation process and prioritisation across the business

• improving closed-loop processes for detractors and high-risk feedback

• surfacing recurring customer pain points across onboarding and support

• strengthening customer journey insights across lifecycle stages

• improving how feedback is shared with Product and Operations teams

• building dashboards and reporting that show sentiment trends and business impact

• helping customer-facing teams act on insight faster and more consistently

You can expect to work across a tech environment that includes survey platforms CRM support tooling customer success platforms BI/reporting tools workflow tools and collaboration tools.

Examples: Salesforce Zendesk Gainsight or similar Qualtrics/Medallia/Delighted or similar Looker/Tableau/Power BI Jira/Asana/Linear and Slack.

Youll thrive in this role if you have:

• Program management experience in Customer Experience Voice of the Customer Customer Success Operations Support Operations or Business Operations.

• Experience running or supporting VOC and feedback-led programs including survey execution analysis action planning and stakeholder coordination.

• A structured analytical mindset with the ability to turn customer insight into clear recommendations and practical next steps.

• Strong cross-functional collaboration skills and the ability to work effectively with Product Support Success Data and Operations teams.

• Strong written and verbal communication skills with the ability to present findings clearly to both working teams and leadership stakeholders.

• Strong organisational and execution skills with attention to detail follow-through and comfort managing multiple workstreams at once.

• Experience with dashboards reporting and insight storytelling that helps teams make better decisions.

• A customer-centric mindset with a genuine interest in improving experiences removing friction and helping teams act on what matters most.

• Comfort operating in a fast-moving scaling environment where priorities may evolve and strong judgment matters.

• A background in SaaS fintech B2B technology CX CS or support-led environments.

• Experience with NPS CSAT CES and closed-loop program design

• Experience in fintech spend management B2B SaaS or financial operations

• Familiarity with journey mapping service design root cause analysis or process improvement

• Exposure to customer onboarding support operations or customer success models

• Experience with automation AI-assisted service workflows or self-service improvement programs

This role is a good fit for you if:

• You enjoy turning customer feedback into action not just reporting on it.

• You like building structure around programs that improve experience and business outcomes.

• You are strong at coordination follow-through and cross-functional execution.

• You care about the details but can also connect them to broader trends and priorities.

• You want to help scale a customer-centric operating model in a growing business.

• You prefer work that is purely analytical without driving action and follow-through.

• You do not enjoy coordinating across multiple teams with different priorities and perspectives.

• You are uncomfortable managing ambiguity stakeholder pressure or evolving priorities.

• You prefer highly isolated roles with minimal collaboration.

• You are looking for a people-management role rather than an individual contributor role.

In your first month at Pleo youll:

• Learn the current customer journey key pain points existing VOC and Escalation mechanisms and the main stakeholders across Customer Experience.

• Build a clear view of how feedback is collected today where it is fragmented and where action loops are weak.

• Understand how escalations are resolved today and where it could be improved.

• Start improving reporting visibility and follow-up processes for key VOC signals.

• Support one or two high-priority CX or VOC initiatives that show clear operational value.

In your first 6 months youll:

• Strengthen the structure and cadence of the VOC program across surveys feedback channels and action tracking.

• Ensure escalation have consistency in resolution times with a closed loop feeding continuous improvement

• Improve the way customer insight is shared with leaders and operational teams.

• Drive measurable improvements in closed-loop response issue visibility and prioritisation of recurring pain points.

• Become a trusted program owner for CX improvement initiatives tied to sentiment and customer friction.

In your first 12 months youll:

• Help establish a more mature VOC operating model that connects customer feedback to business decisions.

• Deliver a robust Escalation management process

• Create stronger cross-functional accountability for acting on customer pain points.

• Deliver measurable gains in program consistency reporting quality and CX improvement execution.

• Be recognised as a strong program owner who helps customer insight lead to operational improvement at scale.

• VOC programs are structured reliable and tied to action.

• Escalations are resolved within SLAs and inform the business on product or process improvements

• Customer feedback is easier to interpret prioritise and operationalise.

• Detractor and high-risk signals are followed up with greater speed and consistency.

• Leaders have clearer visibility into customer sentiment trends and root causes.

• Cross-functional teams act faster on recurring issues across onboarding support and success.

• The customer voice becomes more visible in prioritisation and operational decision-making.

The strongest candidate for this role is a strong individual contributor who knows how to connect customer insight to action. They are organised analytical collaborative and execution-focused. They do not need direct reports to create impact. They know how to move work forward through structure influence and consistent follow-through.

• English first. Since its our company language please submit your application in English. Youll be using it a lot if you join us.

• A fair look for everyone. Our talent team reads every single application to ensure the process is fair. To keep things running smoothly we only accept applications through our systemour support team cant pass on calls or emails.

• Diversity drives us. We can only reach our goals if our team reflects the world around us. That starts with you hitting apply even if you dont tick every single box. We encourage people from all backgrounds and experiences to join us.

• Interview at your best. We want you to feel comfortable throughout the process. If you have any accessibility requirements or need a specific format email Well design a process that works for you.

• Your data is safe. When you apply we process your personal data as a data processor. For more information on how Pleo processes personal data read our Privacy Policy here.

• Applying for multiple roles Nothing is stopping you and we assess every role independently. However we do look for alignment so make sure you can explain why your interest and experience are right for each specific role.

• Reapplying. If youre applying for the same role again please wait six months from your last decision before hitting submit.

Required Experience:

Manager