Role Purpose

The Customer Insights & VoC Specialist will support the implementation and ongoing management of Xperience's Voice of the Customer (VoC) and Net Promoter Score (NPS) programme.

The role is responsible for coordinating customer feedback initiatives, conducting customer telephone interviews, gathering qualitative and quantitative customer insight, managing survey administration, compiling reports, and assisting the business in identifying opportunities to improve customer experience and strengthen client relationships.

A key component of this role is engaging directly with customers through structured telephone interviews to gather meaningful relationship feedback, identify risks and opportunities, and accurately translate customer sentiment into actionable business insight.

Key Responsibilities

VoC & Survey Coordination

• Coordinate the execution of customer feedback and NPS initiatives.
• Assist with the planning and scheduling of survey campaigns.
• Maintain and manage customer contact databases for survey distribution.
• Support the setup, deployment, and administration of online surveys.
• Coordinate telephone interviews and follow-up activities where required.
• Monitor survey participation and response rates.
• Assist with customer communication related to survey initiatives.

Customer Insight & Reporting

• Compile and maintain customer feedback reports and dashboards.
• Track NPS scores, customer sentiment, and feedback trends.
• Analyse survey results and identify recurring themes and concerns.
• Assist in preparing:
  • Executive summaries
  • Segment-level reports
  • Account-level insights
  • Customer feedback presentations
• Escalate customer risks, concerns, and recurring service issues where necessary.

Customer Segmentation Support

• Support the management of customer segmentation
• Ensure customer data and contact information remain accurate and updated.
• Assist with categorising responses by:
  • Customer segment
  • Service line
  • Contact type
  • Industry

Stakeholder & Operational Support

• Work closely with Sales, Operations, Customer Success, and Account Management teams.
• Support internal teams with customer insight and reporting requests.
• Assist with workshop preparation and customer feedback review sessions.
• Help track improvement actions and follow-up items resulting from customer feedback initiatives.

Data & Administrative Management

• Maintain customer feedback records and reporting documentation.
• Ensure confidentiality and responsible handling of customer data.
• Support data-cleaning and validation activities.
• Assist with maintaining survey platforms and reporting tools.

Customer Interviewing & Qualitative Insight

• Conduct structured customer telephone interviews across Strategic and Growth accounts.
• Engage professionally with Decision Makers, Influencers, and Operational Contacts.
• Gather meaningful qualitative insight relating to customer satisfaction, relationship health, service delivery, communication, and overall experience.
• Probe effectively to identify root causes, concerns, risks, and improvement opportunities.
• Accurately document, summarise, and categorise customer feedback and verbatim responses.
• Escalate significant customer concerns or relationship risks where necessary.
• Maintain professionalism, neutrality, and confidentiality during customer engagements.

Minimum Requirements

Qualifications

• Diploma or Degree in:
  • Business Administration
  • Marketing
  • Customer Experience
  • Communications
  • Data Analytics
  • or a related field

Experience

• 4 or more years' experience in:
  • Customer service
  • Customer experience
  • Reporting or data administration
  • Customer research/interviewing
  • Survey coordination
  • Account management support or operational support roles
• Experience in B2B environments
• Exposure to customer feedback programmes or NPS initiatives
• Experience conducting customer interviews, customer feedback discussions, or relationship surveys is essential.

Knowledge & Skills

Technical Skills

• Strong administrative and organisational skills
• Intermediate to advanced Excel skills
• Comfortable working with data and reporting
• Experience using survey or CRM systems
• Excellent written and verbal communication skills
• Ability to compile reports and presentations

Behavioural and Interpersonal Competencies

• Strong verbal communication and interviewing skills
• Ability to engage confidently with professional stakeholders and customers
• Strong listening and probing capability
• Ability to identify themes and extract meaningful insight from conversations
• Detail-oriented and analytical
• Strong coordination and follow-through ability
• Customer-focused mindset
• Good interpersonal and stakeholder engagement skills
• Problem-solving ability
• Ability to manage multiple tasks and deadlines
• Proactive and adaptable

Ideal Candidate Profile

The ideal candidate is organised, analytical, professional, and customer-focused, with a genuine interest in understanding customer experiences and helping the business improve through actionable feedback and meaningful insight.

They are confident engaging directly with customers at different levels of seniority and are comfortable conducting structured telephone interviews in a professional and objective manner. They possess strong listening and probing skills, can build rapport easily, and are able to identify underlying themes, concerns, risks, and opportunities through conversation.

The successful candidate is detail-oriented, comfortable working with data and reporting, and able to translate customer feedback into clear, practical insights for internal stakeholders. They are also capable of managing multiple moving parts, maintaining professionalism and confidentiality, and communicating findings effectively across the business.

Important Information

Surgo (Pty) Ltd will consider all applications in terms of its Employment Equity (EE) and is committed to maintaining diversity in its appointments. Surgo (Pty) Ltd therefore also encourages people with disabilities and from other diverse backgrounds to apply.

Due to the high volume of applications, should you not receive feedback within three months of submission, please consider your application unsuccessful. We encourage you to reapply for future opportunities.

Surgo (Pty) Ltd does not charge any application fees.

Your CV will be kept on our database for future opportunities. Should you prefer that we do not retain your details, please contact: recruitment@surgo.co.za