Voice of Customer Manager

This role is responsible for leading the development and optimisation of the Betfred Pulse (voice of the customer) program powered by Medallia, integrating voice channels to capture comprehensive customer insights, ensuring data integrity, and managing the partnership with Medallia. The role focuses on driving platform adoption, monitoring key performance indicators, and overseeing key feedback programs to enhance customer experience.

·         Manage all aspects of the platform capabilities.

·         Own the capability development lifecycle related to the platform.

·         Develop and enhance the "Betfred Pulse" VOC platform to meet business needs.

·         Integrate voice channels and manage feedback programs and sub-programs for comprehensive insights.

·         Maintain data integrity and manage the Medallia partnership.

·         Drive platform adoption across the organisation and monitor KPIs for feedback programs.

·         Manage program governance and in-depth analysis requests.

·         Build and maintain reporting and alerts.

·         Manage the central text analytics roadmap.

·         Support the application of voice data and text analytics across the wider business from a technology perspective.

· Report to the Head of Customer and senior stakeholders on the platform plan and benefits realisation.

Key Characteristics



·Passionate about leveraging technology to enhance customer understanding and continuously seeking innovative ways to improve the "Pulse" platform.

·Empathetic in interpreting customer feedback, understanding the underlying customer needs and emotions driving the feedback.

·Committed to maintaining the highest data integrity standards and delivering meaningful insights that drive customer satisfaction.

·Curious about emerging trends in VOC platforms and feedback mechanisms, always looking for ways to enhance the platform's capabilities.

·Attentive to the nuances in customer feedback, ensuring that the platform captures the depth and breadth of customer sentiments.

·Connected with internal stakeholders and external partners like Medallia, building strong relationships to foster a collaborative environment focused on customer centricity.

·Courageous in advocating for platform enhancements and changes based on customer insights, challenging the status quo to better meet customer needs.

Experience and Skills

·         Passionate about customers.

·         Educated to degree level, ideally in Computer Science or Marketing; Masters preferred.

·         A minimum of 4 years of experience with Medallia and VOC roles. Similar experience with Qualtrics or InMoment will be considered.

·         Experience building and developing text analytics topics.

·         Proficient in JavaScript, HTML, CSS, and XML; GUI knowledge advantageous.

·         Strong analytical, project and risk management skills.

·         Exceptional communication and stakeholder management abilities.

·   Excellent collaborative skills.

Be Rewarded:

• Earn Extra Rewards: Unlock bonuses and incentives to enhance your income.
• Secure Your Future: Build a nest egg with monthly pension contribution, helping you prepare for the future.
• Family Support: Access enhanced Maternity & Paternity Pay to help you prepare for new additions to your family.
• Refer and Earn: Cash-in on our 'Refer a Friend' programme – we're always looking for exceptional individuals like you!
• Peace of Mind: Benefit from a death in service benefit, though we hope you'll never need it.
• Save Smart: Enjoy discounts and cashback offers from a diverse range of high-street and online retailers, saving on everyday essentials and indulgences.

Get Recognised:

• Celebrate Longevity: Join our long-service recognition programme, honouring the dedication of our loyal team members throughout their careers.
• Peer and Manager Acknowledgment: Recognise and be recognised for your achievements, earning points redeemable with over 700 global retailers.
• Life's Milestones: Receive a gift to celebrate the birth of a baby, adoptions, and weddings, along with an extra day off for your wedding day.

Feel Valued:



• Always Accessible Healthcare: Benefit from a 24/7 virtual GP service for you and your family, ensuring prompt health answers that fit your schedule.
• Prioritise Mental Wellbeing: Utilise an independent service to identify and receive mental health support, including face-to-face counselling and self-help resources.
• Financial Wellbeing: Optimise your budget with our financial wellbeing package, offering real-time earnings tracking and early access to earned pay to help support you with unexpected bills.
• Savings Made Easy: Set up salary-based savings and earn a 5% boost through our savings scheme.
• Personalised Financial Guidance: Access one-on-one support from an independent Financial Coach.
• Comprehensive Assistance: Confidentially address life challenges through our Employee Assistance Programme, covering childcare, family matters, relationships, addiction, legal issues, financial concerns and more.
• Holistic Wellbeing Tools: Explore a wide range of resources for physical, mental, nutritional, and financial wellbeing through our Wellbeing App.
• Eye Care Benefits: Enjoy complimentary eye tests and contributions towards single lens prescriptions for VDU users.