Dublin, County Dublin, Ireland Company: Bitrecruit Client / Employer: Occupop
Posted: 20.05.2026 | Job reference: eeee2c23bc3ff09fceb6a7b03f5d7ccb
Key Responsibilities
Customer Feedback ManagementManage and coordinate the global Customer Feedback Programme, ensuring timely and accurate data submission from all regions.Work closely with local marketing and commercial teams to support internal and external communications around feedback surveys.Build and implement a scalable framework enabling regional teams to effectively adopt and execute the strategic Voice of Customer (VoC) programme, ensuring consistency while allowing for local market flexibility.Develop and manage region-specific touchpoint surveys in collaboration with local teams, identifying key moments for collecting feedback.Analyse survey results and present meaningful insights and recommendations to the business.Champion customer feedback across the organisation, keeping stakeholders informed of trends and supporting business improvement initiatives.Manage our Customer Promise initiative, working with regional teams to ensure consistent delivery and engagement.Use customer journey mapping and persona development to deepen understanding of customer needs and improve overall experience.Develop and continuously refine a real-time insights programme, enabling faster access to actionable data and supporting ongoing evolution and growth of the overall insights capability.Market & Competitor InsightsLead the onboarding and ongoing support of marketing and commercial teams in the effective use of new insight and analytics tools, ensuring adoption and confident daytoday usage. Monitor and report on tool engagement, usage trends, and performance to evaluate impact and identify opportunities for optimisation.Collaboration & Continuous ImprovementCollaborate cross-functionally with regional teams to align customer feedback and insights reporting.Support the implementation of improvement initiatives based on customer feedback and market intelligence.Contribute to the development of best practices for feedback collection, insights reporting, and performance tracking.Innovation & Tool DevelopmentIdentify and evaluate new technologies and tools to enhance customer and market insights capabilities.Assess vendors for suitability, scalability, and integration potential across regions.
Qualifications
3+ years of experience in a Customer Experience (CX), research, or insights role, with survey management experience Hands-on experience with survey platforms such as Qualtrics or QuestionPro Strong data analysis and reporting skills using tools like Excel, Tableau, or Power BI Skilled at distilling complex data into clear, impactful narratives, with good powerpoint presentation experience Familiar with key CX metrics (NPS, CSAT, CES) and customer journey mapping frameworks Excellent communication and collaboration skills Passionate about improving customer experience and driving insight-led decision-making Comfortable managing multiple projects simultaneously Detail-oriented with a proactive and curious mindset
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