Voice of Customer Manager

Pioneering trusted medical solutions to improve the lives we touch: Convatec is a global medical products and technologies company, focused on solutions for the management of chronic conditions, with leading positions in advanced wound care, ostomy care, continence care, and infusion care. With around 10,000 colleagues, we provide our products and services in almost 100 countries, united by a promise to be forever caring. Our solutions provide a range of benefits, from infection prevention and protection of at-risk skin, to improved patient outcomes and reduced care costs. Group revenues in 2024 were over $2.2 billion. The company is a constituent of the FTSE 100 Index (LSE:CTEC). To learn more about Convatec, please visit

Join us on our journey to !

As a Voice of Customer Manager, you will:

• Build consensus amongst all business units for the creation of harmonized reports.
• Develop ideas to improve survey response rates and test new approaches.
• Find the best ways to visualize metrics and analyze the statistical link between marketing measures and financial performance.

ABOUT THE ROLE:

• Manage the rollout of the VoC programme across countries and business units.
• Be the expert in the Forsta VoC tool, building complex surveys, translating, and launching across multiple markets.
• Liaise with local markets to select survey channels and target appropriate customers.
• Collaborate with IT to extract customer data from CRM for surveys.
• Develop live dashboards to monitor scores in real-time and implement alert systems for low scores.
• Perform insightful analysis, including building text analytics models.
• Present results to stakeholders at all levels, tailoring content as needed.
• Build feedback mechanisms to ensure feedback is acted upon locally and at the business level.
• Communicate programme updates and scores to embed VoC in the organization.
• Continuously improve the programme based on feedback and optimization.
• Identify and launch new transactional surveys, managing IT requirements.
• Explore AI applications to optimize feedback collection and analysis.
• Manage relationships with VoC solution providers like Forsta, evaluating new features or suppliers.

ABOUT YOU:

• Degree in Business, IT, Research or relevant field.
• Minimum 5 years experience in Customer Experience or VoC roles.
• Healthcare/Pharma or B2B experience preferred.
• Expert in VoC tools (Qualtrics, Forsta).
• Strong data analysis and report creation skills using multiple data sources.
• CCXP certification is a plus.
• Project management experience.
• Proficient in data science techniques, including statistical analysis, text analytics, and regression analysis.
• Experience with Power BI, Looker Studio, and Excel.
• Strong business partnership and storytelling skills.
• Inquisitive, problem-solving mindset.
• Resilient self-starter, capable of managing global programmes.
• Excellent communication skills across all stakeholder levels.

WHAT YOU'LL GET:

• Hybrid/remote role, with occasional travel (up to 5%, mainly within Europe).
• Competitive salary and bonus.
• Exceptional benefits.
• Training and development opportunities.
• Supportive and collaborative culture.

READY TO JOIN US?

If you're ready to make a real impact, apply today and help us bring our Forever Caring promise to life.

Important Notices:

• Beware of scams online or from individuals claiming to represent Convatec. All recruitment processes are formal and via official channels.
• For any suspicious approaches, contact us at .
• Convatec is an equal opportunity employer. Discrimination based on race, gender, age, or other protected categories is prohibited.
• We do not accept unsolicited resumes from agencies or search firms without a signed agreement. Resumes from such sources will be the property of Convatec without fee payment.