Project Manager – VoC Analytics & CX Transformation (Banking)
Job Description: Senior Program Manager
Duration: 12 Months (Possible Extension)
Work Model: Hybrid (3 days/week onsite – Tue to Thu)
Role Overview
Lead the end-to-end delivery of a global Voice of Customer (VoC) Measurement Evolution program. Drive the design and implementation of an enterprise-wide VoC framework across Canada, the US, and Asia, ensuring standardized measurement, governance, and business insights.
Key Responsibilities
- Lead global VoC program delivery and cross-functional workstreams.
- Develop and implement VoC frameworks (NPS, CSAT, rNPS, journey-based measurement).
- Establish VoC standards, governance, and reporting processes.
- Oversee survey optimization, dashboard rollout, and closed-loop feedback processes.
- Partner with Data, Technology, Product, Operations, Marketing, and vendors (e.g., Medallia, Ipsos).
- Drive executive reporting, stakeholder management, and program governance.
Required Skills
- 5+ years of Program Management, CX Transformation, or Analytics-led delivery.
- Experience leading enterprise, cross-market programs in financial services or regulated industries.
- Strong knowledge of VoC, NPS, CSAT, and CX measurement.
- Experience with Medallia or similar VoC platforms.
- Strong stakeholder management, communication, and data-driven decision-making skills.