IS Voice of Consumer Process Specialist

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This position reports to:

IS Voice of Consumer Lifecycle Manager:

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Working within the Consumer Experience (CX) Voice of Consumer (VoC) team, this role is responsible for shaping, operating, and continuously improving the end-to-end Voice of Consumer process across IS.

The IS Voice of Consumer Process Specialist ensures that consumer and customer feedback is effectively captured, governed, and embedded into IS processes in a structured and scalable way. The role focuses on enabling strong VoC practices, driving adoption across IS, and ensuring feedback is systematically translated into actions that improve consumer experience and business outcomes.

Acting as a key interface between Service Owners, Process Owners, business stakeholders, and senior management, this role supports consistent VoC execution, clear governance, and transparency across the organization, while safeguarding documentation, standards, and ways of working.

The work model for the role is hybrid.

Responsibilities

• Drive and continuously improve the end-to-end IS Voice of Consumer process, including feedback collection design and execution, distribution, and governance.
• Maintain, update, and govern VoC process documentation, standards, templates, and guidelines to ensure consistency, clarity, and auditability across IS.
• Act as a key VoC partner for Service Owners, Process Owners, business stakeholders, and senior management, supporting interpretation of feedback, alignment on actions, and integration of VoC into decision-making.
• Drive stakeholder engagement, communication, and adoption of VoC practices across IS, including promotion of the process, best practices, and demonstrated business impact.
• Support enablement activities such as trainings, onboarding sessions, and knowledge sharing to increase VoC maturity, usage, and effectiveness across the organization.
• Contribute to the continuous improvement of VoC methodologies, tools, and ways of working, ensuring alignment with IS strategy, CX objectives, and enterprise standards.

Qualifications for the role

3+ years of experience working in Voice of Consumer, Customer Experience, service and/or process management, or process-driven roles within a large, complex organization.

• Strong understanding of end-to-end processes, governance, and documentation in an enterprise environment; experience maintaining process documentation and standards.
• Proven experience working with multiple stakeholders across business, IT, and senior management, with the ability to influence, align, and drive adoption without direct authority.
• Excellent communication, facilitation, and presentation skills, with the ability to explain VoC concepts and insights to both technical and non-technical audiences.
• Experience in enablement activities such as trainings, workshops, or internal communication campaigns is considered a strong advantage.
• Hands-on experience with Qualtrics, including satisfaction survey design, distribution management, dashboard creation, and insight visualization; advanced proficiency is nice to have.
• ITIL® 4 or 5 Foundation certification and experience with IT Service Management applications (e.g. Service Now).
• Fluent English, both written and verbal; ability to communicate effectively in a global, multicultural environment

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