Voice of Customer Manager - Insight manager

Location -Amman  ,Jordan (JO) 

Job ID -5695

Job Description


  • Ensure that the VoC team works in collaboration with all other business functions, consistently delivering meaningful, relevant, and actionable customer insights across all stages, channels and touchpoints in the customer journey
  • Must champion and lead the qualitative and quantitative research approach, ensuring that customers point of view is considered in business decision making.
  • Encourage problem-solving, strategic thinking and customer-orientation amongst the team
  • Advocate for changes in other departments’ ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall customer experience – achieved through data.
  • Interact at senior management level, proactively advocating for solutions and managing the customer escalation process
  • Create and implement an analytics strategy for best-in-class service delivery. Leverage existing and additional relevant technologies for reporting and analytics across customer service and other customer facing functions/ channels
  • Lead relevant units to promote and implement customer experience improvement plans, apply agile methods to jointly review the content and processes of the plan on a timely basis, and strive to introduce the most suitable plan for customers
  • To cope with the digital transformation strategy to manage and analyze the customer voices.  With the application of NPS, competitive benchmarking and analysis of major trends and areas for improvement, understand customer behavior based on quantitative customers’ ratings and propose suggestions for driving CX enhancement
  • Manage and expand sources of customer voice, flexibly make use of different tools to collect customers’ feedback before / after product and service usage, collect and analyze comments on Aramex services through different channels in order to derive actionable insights
  • Establish a customer voice database to enhance understanding of the needs and expectations of different types of customers by analyzing transactional and behavioral data, multi-dimensional research and customers’ feedback. To ensure customer journey/customer experience design and evaluation are based on objective and accurate analytics models
  • Coordinate with relevant units for the implementation of customer satisfaction ratings, recommendation ratings and feedback, to enrich Aramex’s understanding of customers’ needs and comments.



Job Requirements  


  • Bachelor’s degree or higher
  • Preferably with major/minor in Business Administration / Marketing / Economics / Financial Management / Psychology / Statistics / Research
  • At least 5  years of proven experience at relevant roles, including customer experience / VOC management, at least 3 years’ experience in supervisory role
  • Managed the relationship with large vendors and implementation teams
  • Experience with Medallia / Qualtrics / Inmoment or other leading VoC platforms
  • Sprinklr experience
  • Tableau experience
  • Project management qualification
  • Arabic
  • Logistics Experience
  • Implemented large scale VoC programmes
  • Quality management systems / close the loop
  • Operational background

Company Overview:

Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business and consumers. Headquartered in Dubai, at the heart of the world’s most dynamic commercial hub and on the site of historic trade routes linking east and west, commerce and transport are deeply embedded in Aramex’s DNA. We are dedicated to transforming the face of trade, expanding our operations rapidly to better connect businesses and consumers worldwide.