Voice of the Customer Ambassador

We are seeking an experienced and customer-centric Voice of Customer Ambassador 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 customer personas based on patterns and propose business decisions across functional teams to improve customer experience. The Voice of the Customer Ambassador will lead the Voice of Customer Program, work closely with the Customer Excellence Manager to identify customer needs and interactions and drive customer satisfaction through organizational service excellence.

Viva.com is a leading European cloud-based neobank, delivering the future of payments, now. With presence in 24 markets, it is the payment institution with the largest footprint in Europe. Viva.com’s mission is to change the way businesses pay and get paid, offering truly unifying, yet localized, end-to-end advanced digital payments solutions and embedded banking services tailored to their needs. An advocate for a sustainable cashless economy, the Organisation delivers digital payments services across three different time zones, in 17 languages and 9 currencies, featuring over 30 payment methods. Harnessing the power of revolutionary technologies, such as the viva.com | Terminal app and Smart Checkout payment gateway, Viva.com provides an omnichannel solution, that offers seamless, conversion-boosting and secure ways to process online and in-person transactions, streamlining business operations and enhancing the customer experience.

What you will do:

• 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 date 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

What you should have:

• A minimum of 3 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 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 methodologies, such as surveys, focus groups, and feedback channels, and experience with feedback collection tools such as Medallia, Qualtrics, or SurveyMonkey
• Strong project management and organizational skills

What we offer:

• Competitive salary package and bonus

• Career & competencies' development
• Modern workspace environment
• Private medical & life insurance

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