Voice of the Customer (VoC) Manager
- Sliema, Malta Island
- Permanent
- Full-time
- Lead Voice of the Customer Programme. Own the design, execution, and continuous improvement of the VoC programme across all markets and channels, and ensure customer sentiment is captured, analysed, and embedded into business decision-making at every level.
- Translate Insights Into Action. Consolidate feedback from surveys, support interactions, complaints, and product usage, and transform data into actionable insights, highlighting customer pain points, opportunities, and emerging trends for leadership and cluster teams.
- Partner Across the Organisation. Act as the primary liaison between Customer Support and cross-functional stakeholders (Product, Commercial, Compliance, Marketing, and Operations), and ensure VoC insights are represented in roadmap planning, product improvements, and commercial strategies.
- Enable Cluster Engagement. Work with Heads of CS in market clusters to surface customer feedback specific to their regions, and support them in presenting insights during commercial cluster meetings and following up on action points tied to customer experience.
- Drive Continuous Improvement. Develop feedback loops that ensure changes are monitored for impact on the customer journey, and partner with QA, Training, and WFM to close the loop on recurring issues and reduce friction across touchpoints.
- Leverage Data & Analytics. Collaborate with the Data & Analytics team to combine quantitative performance metrics with qualitative customer feedback, and deliver comprehensive reporting and recommendations to senior leadership.
- Build Customer-Centric Culture. Champion the customer perspective throughout the organisation. Lead initiatives that empower teams to think and act with the customer in mind, reinforcing LeoVegas Group's commitment to world-class service.
Essential skills:
- Minimum 5 years' iGaming industry experience, preferably in Operations, with deep knowledge of customer behaviour and pain points in regulated markets.
- Minimum 1 years of previous experience in a leadership role.
- Proven ability to design and lead VoC or customer insights programmes that influenced product and commercial strategies.
- Strong experience engaging senior stakeholders across Product, Commercial, Compliance, and Operations.
- Skilled in synthesising qualitative and quantitative data into strategic recommendations and clear storytelling.
- Ability to represent the customer perspective credibly at senior leadership, including C-level and commercial cluster forums.
- Competitive salary based on your experience.
- Well-being allowance to support your active lifestyle.
- Work from anywhere in the world for up to 4 weeks per year
- Private health insurance to keep our Team Leo healthy and happy.
- Personal development plan to help you reach your goals and ambitions.
- Employee assistance program to help and guide you in challenging moments.
- Roaring discounts all over Malta island for you to explore.
- Team activities and events to have some well deserved break and a bit of fun!
- If you are not based in Malta we will also provide you with a relocation package, which includes 3-week accommodation and flight!