Director, Process & Voice of the Customer (VOC) - Remote

Overview

The Director of Process and Voice of the Customer (VOC) will lead global guest policy initiatives, driving customer-centric improvements across the entire guest journey.

In Short

• Design and implement guest policies reflecting brand standards.
• Create efficient, customer-centric processes across global contact centers.
• Continuously improve existing processes to enhance guest experience.
• Implement a comprehensive VOC program to capture and analyze guest feedback.
• Identify pain points and opportunities for improvement.
• Collaborate with teams to integrate VOC insights into decision-making.
• Develop and track KPIs for VOC initiatives.
• 8+ years of experience in process improvement and customer service.
• Strong background in data analytics.
• Strategic leader committed to enhancing guest experience.

Requirements

• Bac +5 in business or engineering.
• Proven experience in customer experience management.
• Experience in hospitality preferred.
• Customer centric and analytical mindset.
• Exceptional strategic thinking abilities.

Benefits

• Remote work options and flexible working arrangements.
• Continuous improvement and training opportunities.
• Employee social committee for cultural and sports activities.
• Meal vouchers and health insurance benefits.
• Sustainable mobility package for green transportation.