Customer Experience & Voice of Customer Lead (Europe)
11 hours ago
Barcelona
Why Choose TD SYNNEX As a Fortune 500 global corporation active in over 100 countries, TD SYNNEX is the world's largest IT distributor - powered by a diverse community of more than 22,000 colleagues. Our mission: deliver technology that helps businesses and individuals navigate the digital world safely, intelligently, and seamlessly. At our core, we are a company that cares. We pride ourselves on being a truly inclusive and supportive workplace, with strong team culture, flexibility, and a focus on continuous learning. Employees value our collaborative environment, the family‑like feel, and our commitment to growth, wellbeing, and development. Job Purpose We are looking for a Customer Experience & Voice of Customer Lead (Europe) to play a key role in shaping and evolving our European Customer Experience Management (CXM) program within the Commercial Excellence team. In this role, you will lead CXM initiatives across Europe while remaining operationally connected to our listening programs, survey tools, and VoC insights. You will help translate the Voice of the Customer into tangible improvements in how we sell, serve, and support our partners. This is a senior, hands‑on role combining program leadership, stakeholder management, and VoC expertise, working closely with European countries, regional business teams, and central functions. Your Responsibilities Lead & drive the European CXM program • Own and manage CXM initiatives at regional and country levels, improving customer satisfaction, commercial performance, and retention., • Oversee and evolve European listening programs (NPS, transactional surveys, relational surveys)., • Work hands‑on with Qualtrics or similar enterprise VoC platforms to ensure consistent survey design, logic, distribution, and reporting., • Analyze customer feedback, KPIs, and experience data to identify trends and root causes., • Convert insights into clear, actionable recommendations for commercial and operational teams., • Lead the European closed‑loop governance and ensure timely, high‑quality responses to detractors., • Work closely with country organizations to embed CXM tools, processes, and mindset., • Drive knowledge sharing, capability building, and adoption of CX practices., • Partner with IT and digital teams on VoC tools, integrations, and platform enhancements., • Contribute to strategic discussions on customer needs, market evolution, and commercial performance. Knowledge, Skills & Experience Background & experience • 5+ years of experience in Customer Experience, Voice of Customer, consulting, insights, commercial excellence, or digital transformation., • Hands‑on experience with Qualtrics or another enterprise‑grade VoC platform., • Excellent analytical skills with the ability to translate data into insights and business actions., • Comfortable working in both strategic and operational modes., • Strong communication and facilitation skills when engaging senior stakeholders., • Proven ability to influence without authority and collaborate in a matrix environment., • Proactive, structured, and able to manage multiple initiatives simultaneously., • Fluent in English; other European languages are a plus. Our Commitment to Diversity "At TD SYNNEX, we embrace diversity and promote equal opportunities. As a Disability Confident employer, we are committed to providing everyone with the opportunity to demonstrate their skills, talent, and abilities, by offering reasonable adjustments throughout the recruitment process and in the workplace where required." #LI-SV1 #LI-HYBRID Key Skills At TD SYNNEX, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact. What's In It For You? • Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle., • Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses., • Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program., • Diversity, Equity & Inclusion: It's not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities., • Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program., • Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives. Don't meet every single requirement? Apply anyway. At TD SYNNEX, we're proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you're excited about working for our company and believe you're a good fit for this role, we encourage you to apply. You may be exactly the person we're looking for!