Voice of the Customer Specialist

Company Description

We are in Business for People, empowering people in service organizations with innovative Enterprise and Business software solutions. We’ve innovated and taken a new approach to delivering ERP that works for people. Self-driving, adaptive and intuitive software that is changing the way people work. Our solutions empower people and deliver a better people experience so people can spend time on meaningful high value work they live for.

Job Description

We are seeking a strategic and customer-focused Voice of the Customer (VoC) Specialist to champion the voice of our customers across the organization. In this role, you will lead initiatives to systematically collect, analyse, and activate customer feedback, with a strong focus on enhancing the customer experience, increasing satisfaction, and driving retention. Your work will contribute to product development, marketing strategies, and operational improvements across the business that will drive our customers’ success and create Customers4life.

Key Responsibilities:

• Customer Feedback Management: Manage platforms for capturing customer feedback across our portfolio to understand customer needs, improvement suggestions, and pain points throughout their customer life cycle journey.
• NPS, CSAT’s & Sentiment Analysis: Lead the Net Promoter Score (NPS) program end-to-end alongside other listening posts. Analyse trends, generate insights, and collaborate with stakeholders to act on feedback for continuous improvement.
• Customer Advisory & User Groups: In partnership with marketing and other areas of Unit4, organize and drive our customer advisory board and user groups to gather deeper qualitative insights, capture product ideas, and strengthen relationships with key customer segments.
• Customer Retention Initiatives: Identify churn risks and customer success opportunities through feedback analysis. Partner with the Customer Success and Product teams to develop and implement retention strategies.
• Voice of Customer Strategy: In collaboration with marketing, may plan, organize and run virtual events including webinars, roundtables and panels that both gather customer input and strengthen community engagement.
• Virtual Customer Events: Plan, organize, and host virtual events (webinars, roundtables, customer panels) that both gather customer input and strengthen community engagement.
• Insights Reporting: Produce regular VoC dashboards and reports to share actionable insights with leadership and cross-functional teams, driving data-informed decisions.

Qualifications

• Around 3 years in customer experience, customer success, market research, or related fields.
• Strong understanding of customer satisfaction metrics, like NPS and CSAT’s.
• Experience with VoC platforms (e.g. Gainsight).
• Proven experience in data analysis and reporting.
• Proven ability to translate customer data into strategic insights and actions.
• Excellent communication, facilitation, and stakeholder management skills.
• Experience hosting virtual events or managing online communities is a plus.
• Passion for customer advocacy and delivering exceptional experiences.

Nice to Have:

• Experience in SaaS, tech, or digital products.

Additional Information

Join Unit4 and be part of one of the most exciting journeys in the cloud ERP software space. We’re a fast-paced, high-growth, people-centric company, delivering enterprise software for a great people experience, and offering our own people a host of benefits and development opportunities. Grow with us!

At Unit4, we offer:

• A culture built on trust - giving you the freedom and autonomy to be successful.
• Balance - with our uncapped time off policy, remote working opportunities and Global Wellbeing Days when the whole company can switch off and prioritize well-being.
• Talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry.
• A commitment to sustainability - with initiatives such as our Act4Good program, a way for everyone at Unit4 to come together and engage in actions that benefit society and the planet.
• A safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all and include Women at Unit4, Pride at Unit4, Mental Health and Access at Unit4, and People of Color at Unit4.

Our commitment to you

Unit4 is committed to ensuring equal opportunity for everyone. Together, we continue to build an inclusive culture that encourages and celebrates the diversity of our employees, where they all are seen as a real value to the company. We guarantee a fair consideration for employment, without discrimination. That's why we make our hiring decisions solid based on merit, qualifications and current business needs. We invite you to be a part of this diversity and join our community!