Voice of the Customer Specialist

Viva.com, the 1st Tech Bank in Europe for Businesses, revolutionises omnichannel payments acceptance, offers card issuing, loans and deposit accounts. Viva.com is the first to pioneer and holds the top position in the Tap on Any Device technology, enabling payments acceptance on any device or even without a device. Today Viva.com is leading the transition to All-in-One business solutions, powered by its full suite of financial services.
To that end, reflecting its holistic approach to business needs, Viva.com has built a dynamic ecosystem featuring over 450 tech partner-innovators in the software and hardware space. Connecting directly to all local payment schemes, alternative payment methods and payment systems across the continent, further strengthens Viva.com’s value proposition. 
Viva.com envisions to provide businesses a value-driven platform to accelerate the adoption of the latest technology.  

The Role

We are seeking an experienced and customer-centric Voice of Customer Specialist to join our fast-growing fintech company. The successful candidate will be responsible for gathering and analyzing customer feedback from different sources, to transform it into valuable insights, personas, patterns and propose business decisions across functional teams to improve customer experience. The Voice of the Customer Specialist will adhere, promote and improve the Voice of Customer Program, work closely with the Voice of Customer Senior Officer to identify customer needs and interactions and drive customer satisfaction through organizational service excellence. 

Key Responsibilities

• Design and implement Voice of the Customer (VoC) programs, identify and manage feedback channels, and collect feedback or construct feedback collection methods;

• Collaborate with cross-functional teams to identify customer needs and receive tailor made feedback per subject and implement strategies to address them;

• Transform feedback into accessible data and Identify opportunities for improvement;

• Communicate with pool of customers to obtain cross check feedback and provide a verification mechanism of our feedback process;

• Create reports, integrate platforms and presentations to effectively communicate customer feedback and insights to various stakeholders;
• Build strong relationships with customer-facing teams, and work collaboratively to improve customer experience.

To be considered, you should have:

• A minimum of 2 years of experience in Voice of the Customer, customer feedback, or a related field, preferably in a fintech or financial services industry;

• Strong analytical and problem-solving skills, with experience using data analysis tools such as Excel, SPSS, or Bi, Tableau;

• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders;

• Ability to work collaboratively with cross-functional teams and influence decisions based on customer feedback and data-driven insights;

• Familiarity with customer feedback methodeys, focus group ologies, such as surv s, and feedback channels, and experience with feedback collection tools such as Medallia, Qualtrics, or SurveyMonkey.

💸 Competitive compensation package;

Annual bonus based on your performance and targets’ achievement;

🏥Private health insurance for you and your family;

💻Top of the Line tools and equipment;

🏃🏽‍♂️Employee Wellness Program like Daily group sessions led by professional coaches;  

📚Career development and regular feedback to develop your skills.