Voice of Customer Executive

Voice of Customer Executive

Location: London- hybrid 50%

Contract: Permanent

Hours: Full time- 35 hours

Do you love turning data into insights and stories that make a real difference for customers? Are you passionate about helping businesses truly understand what customers want and need? If so, this could be the perfect role for you!

At Just Group, our purpose is to help customers have a better later life. We’re on a mission to be the UK’s most loved retirement experts, and to get there, we need to deliver an exceptional customer experience. That’s where you come in.

As our Voice of Customer Executive, you will enable a deep understanding of how well we are meeting  customers’ needs and the expectations, supporting the creation of customer experiences that drive growth, deliver good customer outcomes and enable us to keep our customer promises. You’ll follow this through the timely and accurate collation and analysis of customer feedback from a range of sources.

About Just

We help people achieve a better later life. That’s our purpose and it’s the reason we exist. We are a fast-growing company helping customers enjoy the retirement they deserve. We do this through a variety of market leading, award-winning products and services, delivered by a diverse team of over 1,400 purpose-led colleagues who genuinely put the customer at the heart of everything we do.

This is a brilliant time to join our business. We are on an exciting growth journey to become the UK’s most loved retirement expert.

Key Responsibilities

• Day to day management of the survey platform and other feedback tools owned  by Group Customer including dashboards

• Build and update surveys that reflect our brand and customer experience standards

• Synthesis of data from a range of feedback sources including surveys, TrustPilot, voice analytics and complaints

• Produce clear and accurate reports including assessment of how well we are delivering our Customer Promises and good customer outcomes

• Identification of new insights and trends that help us to improve

• Support the business, dealing with VoC queries and sharing insights

• Be a customer champion and bring new thinking/trends from outside the organisation into our VOC planning and execution

Skills and Experience

• Experience of survey build and management

• Knowledgeable on customer feedback systems and tools

• Strong verbal, written communication and interpersonal skills, with the ability to convey detailed information simply and clearly

• Self-driven, detail-oriented, and comfortable working at pace

• Attention to detail and with good analytical skills and the ability to see the big picture from data

• Experience in Financial services experience or Voice of customer programme experience (desirable but not essential)

Our behaviours

At Just you’ll have the opportunity to develop your career, whilst making a difference to the lives of those around you. You’ll be part of a company with a strong and distinctive culture - we’re ambitious, curious and collaborative – and every decision we make centres around being Just and delivering the best outcomes for our customers.

What’s in it for you

• A competitive salary, pension scheme and life assurance

• 25 days annual leave plus an additional day on us for your birthday

• Private medical cover and income protection, just in case

• A generous and highly achievable bonus scheme

• Opportunities to progress your career in-role and within the company

• Free access to the Headspace app, 24/7 employee assistance helpline and trained physical and mental health first aiders

• A variety of employee funded benefits available via our online benefits portal

• Plus, several additional purchase options available for you and your loved ones

Explore our full range of benefits on our dedicated benefits page.

Belonging at Just

Valuing diversity of thought and fostering a sense of belonging is critical to our business success, driving innovation and balanced decision making. Our work on DEIB (Diversity, Equity, Inclusion and Belonging) aims to deliver a brilliant employee experience underpinned by a sense of belonging, where our people feel proud to work at Just.

We remain committed to our publicly disclosed HM Treasury Women in Finance Charter and Race at Work Charter targets and support a wide range of employee network and events, championing issues including intergenerational working, social mobility and neurodiversity.

Application details

Please submit your CV using the 'apply now’ button. Shortlisted candidates will be contacted regarding next steps which may include an initial phone interview and in-person assessment.  

Be Bold. Be Brilliant. Be Just