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Open nowFirst seen 4 days ago

Senior Manager – VOC & Customer Insights

SE3,826 open roles

Where
Mumbai, Maharashtra, India
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Your applicationOpen nowSenior Manager – VOC & Customer InsightsSE · Mumbai, Maharashtra, India

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The clock on this job

Early applications get read.

12.3% of postings close within 7 days. Measured by our own scanner across the market. SE postings stay open a median of 1 days.

Share of postings closed within
  1. 2.1%1 day
  2. 4.5%3 days
  3. 12.3%7 days
  4. 19.3%14 days
  5. 35.6%30 days
  6. 57.8%60 days
This job: first seen 4 days ago

SE median: 1 days open

The posting

Lauritz Knudsen Electrical and Automation is a pioneering electrical and automation brand with a rich legacy of over 70 years in India. We offer comprehensive portfolio of low-voltage switchgear, medium-voltage switchgear, automation solutions, software, and services catering to diverse segments, including homes, agriculture, buildings, infrastructure, and industry. JOB PURPOSE: Drive the Voice of Customer(VOC) framework to systematically capture, analyse and translate Customer feedback into actionable insights. Lead development and governance of the VOC platform and Customer listening mechanisms across key touchpoints, enabling data-driven actions and continuous improvement in Customer Experience. Position Title: Senior Manager VOC & Customer Insights QUALIFICATION & EXPERIENCE: B.E./B.TECH (MBA (Preferred)) EXPERIENCE: 5–8 years of experience in Voice of Customer, Customer Experience, Customer Insights/Analytics or related areas. Experience in managing NSS/NPS/CSAT and other VOC programs. Experience with VOC/Survey platforms, CRM, dashboards and Customer analytics. Strong analytical and cross-functional stakeholder Management skills. Manufacturing/B2B industry experience preferred KEY RESPONSIBILITIES: VOC Framework & Customer Establish and govern the end-to-end VOC framework across key Customer touchpoints. Manage Customer listening programs including NSS, NPS,CSAT and other feedback mechanisms. Define survey methodology, triggers, sampling, frequency and feedback channels. Improve VOC coverage, response effectiveness and quality of Customer feedback. VOC Platform & Digital Enablement Lead business requirements for development and enhancement of the VOC platform, including survey journeys, workflows, triggers, automation and dashboards. Partner with Digital and solution providers for platform implementation and enhancements. Enable omnichannel feedback collection across email, WhatsApp, telephonic and digital touchpoints. Drive adoption of capabilities such as Customer verbatim analysis, thematic classification, sentiment analysis and AI enabled Customer feedback analytics Customer Insights & Analytics: Analyse Customer feedback and verbatims to identify trends, themes, pain points and key experience drivers. Generate actionable Customer insights across touchpoints and Customer segments. Analyse NSS,NPS and CSAT performance across businesses, regions, Customer segments and touchpoints to identify score drivers and areas requiring focused improvement Translate VOC findings into clear business insights and improvement opportunities for relevant stakeholders. VOC Governance & Continuous Improvement: Establish VOC dashboards and governance reviews covering key Customer metrics, insights and actions. Ensure Customer dissatisfaction identified through VOC Channels is appropriately triggered and tracked through resolution Provide VOC insights and Customer pain points as inputs for Customer Journey Mapping and CX Process Excellence initiatives. Partner with relevant business functions to drive NSS,NPS,CSAT and other CX metrics and track agreed actions KEY PERFORMANCE INDICATORS: VOC Coverage across identified Customer touchpoints VOC Platform Implementation, Adoption & Utilization Customer Feedback Capture & Response Effectiveness NSS/NPS Score improvement CSAT Score improvement Action Closure against Key VOC Insights VOC Dashboard & Insights Reporting KEY COMPETENCIES: Complaint Management & Customer Recovery CRM/Complaint Management Systems RCA & CAPA Methodologies Escalation Management Data Analytics and Reporting Process design and improvement What's in it for me? Lead high-impact programs that directly improve customer satisfaction and loyalty Work in a role where your advocacy shapes business strategy and culture Collaborate with passionate teams committed to delivering exceptional experiences Grow your career through leadership opportunities and strategic project ownership Bring your passion for customers to a team that's ready to listen — apply today! Rewards designed for you Our Total Rewards is our way of saying: We see you and we value you. It’s more than just pay and benefits—it’s a meaningful investment in you. It is designed to help you perform, grow, feel safe, and elevate your potential. The package helps you care for yourself and your family, plan your future, grow your skills and career, collaborate in an inclusive workplace, and contribute to your community. At Schneider Electric, we’re here for what matters most to you. Discover more at our Career Page. * Country-specific programs and initiatives may be available. Looking to make an IMPACT with your career? When you are thinking about joining a new team, culture matters. At Schneider Electric, our values and behaviors are the foundation for creating a great culture to support business success. We believe that our IMPACT values – Inclusion, Mastery, Purpose, Action, Curiosity, Teamwork – starts with us. IMPACT is also your invitation to join Schneider Electric where you can contribute to turning sustainability ambition into actions, no matter what role you play. It is a call to connect your career with the ambition of achieving a more resilient, efficient, and sustainable world. We are looking for IMPACT Makers; exceptional people who turn sustainability ambitions into actions at the intersection of automation, electrification, and digitization. We celebrate IMPACT Makers and believe everyone has the potential to be one. Become an IMPACT Maker with Schneider Electric – apply today! €40 billion global revenue +9% organic growth 150 000+ employees in 100+ countries You must submit an online application to be considered for any position with us. This position will be posted until filled. Schneider Electric aspires to be the most inclusive and caring company in the world, by providing equitable opportunities to everyone, everywhere, and ensuring all employees feel uniquely valued and safe to contribute their best. We mirror the diversity of the communities in which we operate, and ‘inclusion’ is one of our core values. We believe our differences make us stronger as a company and as individuals and we are committed to championing inclusivity in everything we do. At Schneider Electric, we uphold the highest standards of ethics and compliance, and we believe that trust is a foundational value. Our Trust Charter is our Code of Conduct and demonstrates our commitment to ethics, safety, sustainability, quality and cybersecurity, underpinning every aspect of our business and our willingness to behave and respond respectfully and in good faith to all our stakeholders. You can find out more about our Trust Charter here Schneider Electric is an Equal Opportunity Employer. It is our policy to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct.

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