Frontiers is a global academic publisher that does things differently. In our new customer experience management unit, we're looking for a well-versed program manager for a voice of the customer program that closes the feedback loop.

Responsibilities

In this role, you'll be responsible to close the loop between customer feedback and the organisation reacting to it. You'll design and lead the program and team, but most importantly drive our organisational change to become customer centric.

To do that, you design the way we collect, manage and report on feedback, you manage the tooling, you communicate the insights and ensure that we're acting on it in a closed loop. You also manage the team helping with all this.

Your main partners are our user and customer experience experts, whom you will liaise with on the concept & execution. The rest of the company will hang on to your every word for customer insights!

You'll be at home in our customer experience management team, consisting of journey analysts, journey owners, a customer panel manager, a strategist, and delivery managers.

Requirements

Minimum skills:

• 3+ years of managing a voice of the customer program
• 2+ years of transforming a business towards customer centricity
• 1+ years of building up a voice of customer program, as the program manager
• Experience in customer experience management, and user experience research
• Customer-centric mindset and toolset
• Good understanding of information technology
• English (excellent communication – written and oral)
  
  

Desirable skills:

• Experience in academia and research communities
• Degree in service design, human-centered design, or similar
• Experience in customer journey management