Customer Feedback Specialist

Own the execution and operations of customer feedback surveys NPS CES CSAT and related voice-of-customer programs across markets and touchpoints ensuring reliable timely and actionable feedback data that fuels customer experience improvement and commercial insights.

• Design configure launch and operate customer feedback surveys NPS CES CSAT transactional and relationship across channels markets and customer touchpoints.
• Manage survey operations end to end: audience selection and sampling distribution and reminders multilingual set-ups pre-launch testing response-rate monitoring and quotas.
• Administer the voice-of-customer platform and survey infrastructure: templates question libraries distribution logic integrations with CRM and contact data user access and permissions.
• Safeguard feedback data quality and compliance: contact data hygiene consent and opt-out management deduplication response validity and data protection requirements.
• Route customer feedback to the right owners: set up alerts and detractor notifications support close-the-loop routines and track that issues raised through surveys are followed up.
• Deliver survey results and voice-of-customer updates to the CX-Insights team commercial insights and business stakeholders ensuring NPS CES and CSAT results are complete on time and correctly interpreted.
• Coordinate survey calendars questionnaire changes and feedback governance with markets and functions and manage survey platform vendors and external support.

• Proven experience in voice-of-customer or customer feedback operations survey management NPS CES or CSAT programs customer experience or CRM operations within a corporate or shared services environment. Hands-on experience administering survey or feedback platforms and running survey programs end to end is required.
• Bachelors degree or equivalent qualification in Business Administration Marketing Economics Psychology Statistics Information Management or related field preferred. Certification in survey methodology voice-of-customer or customer experience programs is an advantage.
• Strong practical experience designing launching and operating customer feedback surveys (NPS CES CSAT transactional and relationship) including questionnaire logic sampling and multilingual set-ups.
• Hands-on administration of voice-of-customer or survey platforms including integrations with CRM and contact data distribution logic and user management.
• Good understanding of voice-of-customer metrics (NPS CES CSAT) and survey methodology keeping questions scales and sampling consistent and comparable over time.
• Structured operational mindset: able to run recurring survey cycles monitor response rates and handle ad hoc requests platform issues and stakeholder questions in parallel.
• Strong attention to detail in contact data hygiene consent and opt-out management response validity and data protection requirements.
• Collaborative working style with customer service sales CRM and market teams to route feedback and make close-the-loop routines work in practice.
• Fluent business English required. Additional market languages are an advantage depending on scope.
• Experience working with Qualtrics.

• Health insurance
• Flexible remuneration (childcare ticket transport ticket restaurant ticket)
• Flexible schedule
• Remote working days

At dormakaba we are proud to be an equal opportunity employer. We are firmly committed to creating a diverse and inclusive work environment where all individuals are treated with respect and dignity. We actively promote equal employment opportunities.

We are at the heart of every place that matters. From automatic doors to cloud-based access management as a leading global provider in the access solutions market for schools banks airports hospitals hotels and many more we enable seamless movement within secure safe and sustainable places. With over 160 years of experience and a focus on excellence and innovation we offer exciting opportunities to grow in an environment where you can make a real impact. At dormakaba you are encouraged to take initiative develop your skills and build your career alongside 16000 experts worldwide who are setting industry standards every day.

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