IS Voice of Consumer Process Specialist | Grade 13

Description

W firmie ABB pomagamy przedsiębiorstwom działać sprawniej i czyściej – i każdy człowiek w naszej firmie się do tego przyczynia. Będziesz mieć możliwość przewodzenia, otrzymasz wsparcie w rozwoju i poczujesz dumę z wpływu, jaki wspólnie wywieramy. Dołącz do nas i pomóż zarządzać tym, co napędza świat.Stanowisko to podlega:IS Voice of Consumer Lifecycle Manager__Working within the Consumer Experience (CX) Voice of Consumer (VoC) team, this role is responsible for shaping, operating, and continuously improving the end-to-end Voice of Consumer process across IS. The IS Voice of Consumer Process Specialist ensures that consumer and customer feedback is effectively captured, governed, and embedded into IS processes in a structured and scalable way. The role focuses on enabling strong VoC practices, driving adoption across IS, and ensuring feedback is systematically translated into actions that improve consumer experience and business outcomes. Acting as a key interface between Service Owners, Process Owners, business stakeholders, and senior management, this role supports consistent VoC execution, clear governance, and transparency across the organization, while safeguarding documentation, standards, and ways of working. The work model for the role is hybrid.Responsibilities Drive and continuously improve the end-to-end IS Voice of Consumer process, including feedback collection design and execution, distribution, and governance. Maintain, update, and govern VoC process documentation, standards, templates, and guidelines to ensure consistency, clarity, and auditability across IS. Act as a key VoC partner for Service Owners, Process Owners, business stakeholders, and senior management, supporting interpretation of feedback, alignment on actions, and integration of VoC into decision-making. Drive stakeholder engagement, communication, and adoption of VoC practices across IS, including promotion of the process, best practices, and demonstrated business impact.Support enablement activities such as trainings, onboarding sessions, and knowledge sharing to increase VoC maturity, usage, and effectiveness across the organization. Contribute to the continuous improvement of VoC methodologies, tools, and ways of working, ensuring alignment with IS strategy, CX objectives, and enterprise standards. Qualifications for the role3+ years of experience working in Voice of Consumer, Customer Experience, service and/or process management, or process-driven roles within a large, complex organization. Strong understanding of end-to-end processes, governance, and documentation in an enterprise environment; experience maintaining process documentation and standards. Proven experience working with multiple stakeholders across business, IT, and senior management, with the ability to influence, align, and drive adoption without direct authority.Excellent communication, facilitation, and presentation skills, with the ability to explain VoC concepts and insights to both technical and non-technical audiences. Experience in enablement activities such as trainings, workshops, or internal communication campaigns is considered a strong advantage. Hands-on experience with Qualtrics, including satisfaction survey design, distribution management, dashboard creation, and insight visualization; advanced proficiency is nice to have.ITIL® 4 or 5 Foundation certification and experience with IT Service Management applications (e.g. ServiceNow).Fluent English, both written and verbal; ability to communicate effectively in a global, multicultural environmentAby zbudować czystszą, mądrzejszą przyszłość, potrzebne są różne umysły: ciekawe, odważne i kreatywne. Dlatego witamy ludzi z każdego środowiska i o różnych doświadczeniach. Chcesz wywrzeć wpływ? Aplikuj już dzisiaj lub odwiedź stronę https://www.abb.com, aby dowiedzieć się więcej o wpływie naszych rozwiązań na całym świecie. Pełny etat

H

• Drive and continuously improve the end-to-end IS Voice of Consumer process, including feedback collection design and execution, distribution, and governance.

• Maintain, update, and govern VoC process documentation, standards, templates, and guidelines to ensure consistency, clarity, and auditability across IS.

• Act as a key VoC partner for Service Owners, Process Owners, business stakeholders, and senior management, supporting interpretation of feedback, alignment on actions, and integration of VoC into decision-making.

• Drive stakeholder engagement, communication, and adoption of VoC practices across IS, including promotion of the process, best practices, and demonstrated business impact.

• Support enablement activities such as trainings, onboarding sessions, and knowledge sharing to increase VoC maturity, usage, and effectiveness across the organization.

• Contribute to the continuous improvement of VoC methodologies, tools, and ways of working, ensuring alignment with IS strategy, CX objectives, and enterprise standards.

Umowa

• Umowa o pracę

Poziom

• Grade 13

Zdalna praca

• Nie

Qualifications for the role

• 3+ years of experience working in Voice of Consumer, Customer Experience, service and/or process management, or process-driven roles within a large, complex organization.

• Strong understanding of end-to-end processes, governance, and documentation in an enterprise environment; experience maintaining process documentation and standards.

• Proven experience working with multiple stakeholders across business, IT, and senior management, with the ability to influence, align, and drive adoption without direct authority.

• Excellent communication, facilitation, and presentation skills, with the ability to explain VoC concepts and insights to both technical and non-technical audiences.

• Experience in enablement activities such as trainings, workshops, or internal communication campaigns is considered a strong advantage.

• Hands-on experience with Qualtrics, including satisfaction survey design, distribution management, dashboard creation, and insight visualization; advanced proficiency is nice to have.

• ITIL® 4 or 5 Foundation certification and experience with IT Service Management applications (e.g. ServiceNow).

• Fluent English, both written and verbal; ability to communicate effectively in a global, multicultural environment