We are seeking a talented Voice of Customer and Insights Manager to lead and advance customer research and insights capabilities within the Customer Experience function. In this role, you will uncover customer needs and translate quantitative research findings into actionable insights that inform digital and service design through a Human‑Centred Design approach. Reporting to the Head of Customer Experience, you will collaborate with cross‑functional teams, lead key customer experience measurement programs (NPS, CSAT, CES), and drive initiatives that enhance loyalty, satisfaction, and business growth.

• Lead and continuously improve NPS, CSAT, CES, and customer insights programs.
• Own measurement methodologies across all customer touchpoints and define organizational targets.
• Synthesize quantitative and qualitative data to identify root causes of customer expe...