VOC Technical Specialist

RS Group is seeking a VOC Technical Specialist for a permanent role. As a VOC Technical Specialist, you will work closely with the Global Customer Experience Function and key stakeholders across the business. Your primary responsibility will be the programming and testing of surveys for our Voice of the Customer (VOC) programme, ensuring successful online survey implementation via a CX platform.

What You'll Be Doing:

• Program and script surveys within the CX Platform, including QA testing and technical troubleshooting.


• Collaborate with team members to develop and maintain a comprehensive Voice of the Customer survey delivery plan.


• Program surveys using CX software.


• Test surveys within the platform and staging sites.


• Manage and prioritize multiple requests via the support queue.


• Identify and implement process optimization and automation opportunities.


• Manage data flows from the CX platform to other software (Customer Data Platforms, PowerBI, AirTables).


• Review and troubleshoot programming and technical study issues, liaising with stakeholders.


• Collaborate with research team members and technology teams across the business (e.g., UX, Experimentation, MarTech).


• Work with technology partners (e.g., Forsta) to identify and promote innovative approaches to research and survey design/programming to enhance the VOC programme, At RS, as well as the usual employee benefits you'd expect from a FTSE listed company, including annual performance bonus, enhanced maternity and paternity leave, private healthcare, in the UK&I, we've just introduced a number of new Family Friendly Policies including:


• Help for people to take control of ongoing Health conditions such as diabetes or asthma with £500 a year available for monitoring & consultation


• Support for Neurodiverse colleagues and families with neurodiverse members with needs assessment, diagnosis and post diagnostic support for autism spectrum, ADHD and Tourette's syndrome


• Support for Women at different life stages from streamlined fertility support through to diagnosis and monitoring of both endometriosis and menopause


• Helping our LGBTQ+ community through enhanced coverage for trans colleagues, including voice coaching, facial surgery and gender confirmation surgery


• Additions to Fertility coverage including IVF for lesbian couples and information/support around surrogacy and adoption for all.
  
  This role offers the opportunity to take ownership of the Customer Experience (CX) Platform and ensure its full potential is realised.

Key qualifications and attributes include:

• Proven experience in a similar programming role, working with senior stakeholders, multiple teams, and projects.


• Experience with a Customer Experience platform (e.g., Forsta).


• Demonstrated success in prioritizing tasks, working independently, and managing detail-oriented requests.


• Technical proficiency with tools such as Forsta, Verint, JavaScript, Power BI.


• Strong written and oral communication skills.


• Creative problem solver with a proactive outlook.


• Knowledge and understanding of key customer journey stages.


• Ability to identify opportunities for automation and process improvements.


• Keen interest in new technology.


• Commercially astute.


• Ability to multi-task across numerous projects.


• Attention to detail.
  
  At RS we've been solving engineering problems for over 80 years: big ones, small ones, easy and difficult ones. We turn the 'what ifs' into the 'why nots', the impossible into the possible.


Our purpose? Making amazing happen for a better world.

We offer service and product solutions. We send out a parcel every 2 seconds, to over 130 countries. We provide over 700,000 in-stock and over 3 million unstocked products to more than 1.2 million customers.

We want people like you, as you are curious about things, you like doing things differently and also in a human way with empathy. Because that's exactly how we partner with people - our customers, suppliers, colleagues and communities - to solve problems.

We'll also invest in your development and wellbeing - because building a more diverse and inclusive culture, being ethical, responsible and committed to our Environment, Social and Governance (ESG) action plan is at the heart of everything we do.

Come and join us and we'll help you to think big, do more and unleash your brilliance, so you do amazing things too.