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.