Senior VoC & CX Leader: Drive Customer Experience Excellence

Admiral Group Plc; Cardiff; On-site; GBP 60,000 - GBP 85,000; Full time

Job summary

A leading financial services company in Cardiff is seeking a skilled Voice of the Customer (VoC) Senior Manager to drive customer experience initiatives. The role involves leading a team responsible for delivering insights from customer feedback, advocating for customer-centric strategies, and ensuring that customer experience excellence is embedded in the organization. Ideal candidates will have significant experience in VoC leadership roles, especially within financial services, and possess strong stakeholder management abilities. Competitive benefits and a commitment to diversity and inclusion offered.

Benefits

33 days holiday including bank holidays

Option to buy/sell additional annual leave

Up to £3,600 free shares per year after one year of service

Qualifications

• Significant experience in a VoC or CX-related leadership role within financial services.
• Proven people management and team leadership skills.
• Strong stakeholder management and cross-functional collaboration abilities.

Responsibilities

• Lead, coach, and develop the VoC Lead and Senior Reporting Analyst.
• Own and shape the VoC and CX strategy.
• Advocate customer experience excellence across the business.
• Present insights and recommendations derived from the VoC programme.
• Manage VoC platforms and third-party vendors.

Skills

Customer advocacy

Stakeholder management

Team leadership

Data analysis

Excellent communication

Tools

VoC survey tools

Feedback platforms

Job description

A leading financial services company in Cardiff is seeking a skilled Voice of the Customer (VoC) Senior Manager to drive customer experience initiatives. The role involves leading a team responsible for delivering insights from customer feedback, advocating for customer-centric strategies, and ensuring that customer experience excellence is embedded in the organization. Ideal candidates will have significant experience in VoC leadership roles, especially within financial services, and possess strong stakeholder management abilities. Competitive benefits and a commitment to diversity and inclusion offered.