Job Title: Voice of Customer (VoC) assistant manager, Allen
Location: Bangalore, travel to other locations
Reporting to: Head of Customer Experience
Job Description:
About ALLEN
Job Summary:
Allen is looking for a Voice of Customer (VoC) Assistant Manager to lead the strategic initiative to understand the customer's pain and priorities. The position brings the Voice of customer to the discussion table to help define priorities for the organisation. This includes collection and analysis of feedback from students, parents, and faculty. This role will be responsible for running surveys, gathering insights into key pain points, and understanding how students feel throughout their journey. The goal is to support students effectively and drive improvements in both product and academic experiences based on data-driven recommendations.
Key Responsibilities:
- Design, execute, and manage surveys to collect feedback from students, parents, and faculty on their experiences.
- Analyze qualitative and quantitative data to identify trends, pain points, and areas for improvement.
- Develop actionable insights and recommendations to enhance student support, academic outcomes, and overall experience.
- Collaborate with product, academic, and operational teams to implement corrective actions based on survey findings.
- Track and report key experience metrics, ensuring continuous improvement and monitoring of impact.
- Engage with students and faculty to gather deeper insights through interviews, focus groups, and other research methods.
- Present findings and insights to leadership and key stakeholders, influencing decision-making processes.
- Benchmark Allen Digital's student experience against industry standards and best practices.
- Work closely with customer support teams to ensure student and parent concerns are proactively addressed.
- Stay updated on research methodologies and survey tools to enhance data collection and analysis.
Key Requirements:
- Bachelor's/Master's degree in Business, Psychology, Data Analytics, Education, or a related field.
- 3+ years of experience in customer insights, research, or a related role, preferably in the education or ed-tech sector.
- Strong expertise in survey design, execution, and data interpretation.
- Proficiency in data analysis tools (Excel, SQL, BI tools, survey platforms, etc.).
- Excellent communication and stakeholder management skills.
- Ability to translate data into actionable insights and strategic recommendations.
- Experience working cross-functionally with product, academic, and operations teams.
- Passion for improving student experiences and outcomes through research and insights.
