Customer Centricity Manager

The Customer Centricity Manager is the operational owner of the Group Customer Centricityprogramme. The role combines technical ownership of our voice of customer infrastructure with hands onprogrammedelivery in country alongside senior leaders. It is a delivery focused role with a significant operationalcomponent, including detailed survey configuration, dashboard building, screenshotting, and document maintenance. The successful candidate will be comfortable rolling up their sleeves on these tasks as well as presenting to senior audiences.

Key responsibilities

AskNicelyand survey infrastructure

Own theAskNicelyplatform relationship as our source of truth for NPS and CSAT

Manage 70+ active surveys across Onboarding, Anniversary, Retention, and Case Closure, spanning all divisions and markets

Govern survey design, sampling, languagelocalisation, and Salesforce integration, including configuration audits and data integrity reviews

In...