Voice of Customer (VoC) & Survey Specialist

About the role

As the Voice of Customer (VoC) & Survey Specialist you will own the end‑to‑end customer listening programme for a multi‑branch banking organisation. You will design, deploy and analyse NPS, CSAT and CES surveys across branches, digital channels and call‑centre interactions, turning raw feedback into actionable insights that drive service improvement.

Key responsibilities

• Design, launch and manage NPS, CSAT and CES surveys across all customer touch‑points.
• Build and operate a closed‑loop process that routes complaints and insights to the appropriate departments, monitors resolution and reports back to customers.
• Produce monthly and quarterly VoC reports with trend analysis, branch benchmarking and recommendations for senior leadership.
• Train branch managers, relationship managers and call‑centre teams on feedback collection, service recovery and behavioural change.
• Manage relationships with external research agencies and survey‑platform providers to ensure data quality.
• Champion a customer‑first culture by making the voice of the customer visible across the organisation.

Required profile

• 3–5 years of experience in customer experience, market research or VoC programme management, preferably in banking or fintech.
• Deep knowledge of NPS, CSAT and CES methodologies and statistical interpretation.
• Strong analytical mindset with proven ability to turn data into clear recommendations.
• Excellent communication skills for presenting insights to both frontline staff and C‑suite executives.
• Fluency in Arabic, English and Kurdish.

Required skills

• Advanced Excel for data analysis.
• Experience with survey platforms (e.g., Qualtrics, SurveyMonkey).