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About the Role
Role Overview
As the Voice of the Customer Manager, you will be responsible for overseeing all aspects of our customer feedback survey programs, ensuring best practices are upheld in their design, implementation, analysis, interpretation and dissemination. Your role will be pivotal in transforming raw feedback into actionable insights, driving strategic decisions across the organisation. Additionally, you will play a key role in training and guiding other departments on effective survey methodologies, analysis and interpretation.
Key Responsibilities
Survey Design and Management:
Lead the end-to-end process of designing, developing, optimising and implementing customer feedback surveys.
Collaborate with cross-functional teams to identify survey objectives and ensure alignment with organizational goals.
Data Analysis and Reporting:
Analyze survey data to uncover actionable insights and trends.
Develop and maintain dashboards and visualizations to disseminate insights across the organization.
Implement a variety of insight dissemination and action strategies.
Present findings to senior leadership and other stakeholders, ensuring data-driven decision-making.
Training and Guidance:
Provide training, workshops, and support to departments on survey design and implementation, analysis and interpretation.
Create and maintain comprehensive guidelines and toolkits for teams to conduct their own surveys while maintaining consistency and quality.
Quality Assurance and Best Practices:
Ensure survey methodologies comply with ethical standards, data privacy regulations, and organizational policies.
Continuously review and refine survey processes, integrating feedback and emerging industry trends.
Monitor survey performance metrics (e.g., response rates, engagement) and implement strategies for improvement.
About You:
You are a data-driven professional, experienced in understanding customer needs and transforming feedback into impactful insights.
Requirements
Only Singaporeans and SPR
Master's degree in Biology, Chemistry, Engineering, Physics, Computer Science, Materials Science, Agriculture, Medicine and Pharmacy, Ecology and Environmental Sciences, Social Sciences, Humanities, Linguistics, Education Science etc.
Advanced knowledge of MS office applications (Word, Excel, PowerPoint)
Strong English skills in written and spoken language
Ability to multi-task, attention to detail
Organizational and time management skills
Strong communication and coordination skills
Prior research and/or lab experience in relevant academic fields
Familiarity with the peer review process in academic publishing is preferred
Professional experience with scholarship publishing is an advantage
Previous editorial experience is desirable but not required. Fresh graduates are also welcome to apply.
About the Company
MDPI UK was established in Manchester in 2019 to support the rapid global expansion of MDPI. The office has grown from just 13 employees at the start of 2019, to 120+ as of June 2023. We are dedicated to ensuring that high-quality research is made available as quickly as possible in different fields of science.
In 2022, MDPI UK has found a new home, 1 New York Street, Manchester, M1 4HD. Our office is located at the heart of Manchester City Centre. Close to many restaurants, shopping and transport locations.
MDPI offers a flexible and supportive work environment that enables our employees to flourish. Join our fast growing team of bright and talented individuals!