Voice of Customer (VoC) & Survey Specialist

About the Role As our Voice of Customer (VoC) & Survey Specialist, you will own the entire customer listening program: designing, deploying, and analyzing feedback across NPS, CSAT, and CES surveys. You will ensure that every piece of customer feedback becomes a clear, actionable insight that drives real change across our 11 branches and digital channels. This is a hands-on, high-impact role for someone who believes that great banking starts with understanding the customer, and who knows how to turn raw feedback into a strategic asset. What You'll Do Own the Customer Listening Program: Design, deploy, and manage NPS, CSAT, and CES surveys across all touchpoints — branches, digital, call center, and post-transaction journeys. Close the Feedback Loop: Build and manage a closed-loop process that routes customer complaints and insights to the right departments, tracks resolution, and reports back to customers. Analyze & Report: Produce monthly and quarterly VoC reports with trend analysis, branch-level benchmarking, and actionable recommendations for leadership. Enable the Frontline: Train branch managers, relationship managers, and call center teams on feedback collection, service recovery, and turning insights into behavior change. Manage External Partners: Oversee relationships with research agencies and survey platform providers to ensure quality data collection and panel access. Drive Cultural Change: Champion a customer-first mindset across the organization by making the voice of the customer visible, loud, and impossible to ignore. What You Need • 3–5 years of experience in customer experience, market research, or VoC program management — preferably in banking, fintech, or service industries. • Deep expertise in NPS, CSAT, and CES methodologies; you know how to design unbiased questions and interpret results with statistical rigor. • Strong data analysis skills with Excel; experience with survey platforms is essential. • Excellent communication skills with the ability to present insights to both branch staff and C-suite executives. • Fluency in Arabic and English and Kurdish. • A problem-solver's mindset: you don't just report problems, you propose solutions.