2702 IT & Software Developer jobs in the UK
Voice of Customer and Insight Specialist
£45,000 - 85,000
AIB NI
Donegall Street, Belfast
£45,000 - 85,000
Requirements
Must:
- Hands-on VoC insights experience, producing reporting and interpretation from customer feedback programmes, including drivers and verbatim analysis.
- Experience using Medallia or a similar VoC platform, such as Qualtrics, able to navigate outputs and pull insight.
- Strong analytical thinking, with the ability to connect dots across sources and explain the so what in plain English.
- Familiarity with research basics, including sample sizes, bias, and ethical handling of customer feedback.
- Experience contributing to a mature VoC model, demonstrating clear objectives, governance, and cross-functional actionability.
- Confident stakeholder communication, able to present insight, answer questions, and shape action plans without over-claiming.
- Experience designing or improving closed-loop processes and integrating VoC outputs into journey mapping or governance practices is a plus.
- Experience working with complaints and service feedback as an insight source is desirable.
Responsibilities
- Produce regular VoC reporting, covering transactional NPS, drivers, verbatim themes, and journey performance with clear highlights, trends, and implications.
- Translate data into decision-ready insights, detailing what happened, why it happened, and what to do next.
- Build clear, consistent reporting views and maintain definitions for comparability over time.
- Review and refine journey definitions to ensure VoC measurement reflects the true end-to-end experience.
- Partner with journey owners to identify moments that matter, pain points, and improvement opportunities.
- Triangulate insights across primary research, tracking studies, complaints, and VoC signals to create a coherent story.
- Collaborate with stakeholders on close-the-loop practices and identify recurring root causes for systemic fixes.
- Provide guidance and training content on using VoC outputs appropriately.
- Utilize Medallia or similar platforms to pull insight outputs, interrogate verbatims and themes, and support reporting packs.
Description
At AIB, we are committed to a collaborative insight-led environment where customer feedback drives meaningful improvements. As a subsidiary of AIB Group, Irelands largest bank and a leading bank in Europe, we provide full-service retail and business banking in Northern Ireland and Corporate Banking in Great Britain. Our Customer Experience & Insights team plays a vital role in enhancing our understanding of customer experience and advocacy, ensuring that customer-centered decision-making is at our core. We offer a hybrid working model that balances flexibility and collaboration. Our benefits include a market-leading pension scheme, healthcare scheme, and two volunteer days per year, reflecting our commitment to the well-being of our colleagues.
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