This listing was posted on Bentley Systems.
Senior Manager, Voice of the Customer
Location:
Dublin, Co. Dublin
Description:
Location: Dublin, Ireland (Office-based, Hybrid, or Remote) Company Overview: Infrastructure is what makes other things possible. Roads, bridges, and tunnels are the infrastructure for moving people and goods. The water network, the electric grid, and the telecommunication network are the infrastructure of our modern way of life. The infrastructure sector is at a critical juncture. The expectations on infrastructure have never been higher to support economic growth, ensure energy security, and address climate change. Yet the organizations in charge of designing, building, and running infrastructure, are struggling to keep up with the demand – they simply do not have enough engineering talent. We have the software to help bridge the gap between demand and capacity. We have the software to help better design, build, and operate better infrastructure. We are the infrastructure engineering software company. Position Summary: We see the need to significantly raise the profile of Bentley Systems in the marketplace, as a relatively new, publicly traded company, and as a company of significance in improving the world’s infrastructure. We are seeking a highly motivated individual with proven leadership experience to take responsibility for the success of our Voice of the Customer programs. Bentley’s Voice of the Customer programs are the Bentley customer advocate in our organisation and are empowered to identify and surface key issues and opportunities that can change the customer experience for the better. You will use your experience to promote a customer-centric culture within your team, driving them to meet and exceed goals in partnership with their colleagues and internal teams globally. You will have a data-first mindset and provide strategic insights and recommendations to improve customer experience and customer loyalty within Bentley, driving business growth. Your Day to Day: Developing and implementing the Voice of the Customer vision, strategy, and roadmap for the organization, ensuring alignment with Bentley’s business goals and objectives. Lead and mentor your team to provide high-quality, timely actionable insights back to the business. You will be accountable for the output and performance of your teams and oversee the recruitment, onboarding, training, and development of team members to balance continuous operational excellence with ongoing career growth. Analyzing and synthesizing customer feedback data using statistical and visualization techniques, leveraging Excel, PowerBI, and other tools to create executive-level reports and dashboards that summarize the key findings and trends from the customer feedback data. Provide timely and strategic insights and recommendations to key business stakeholders based on customer feedback data. Collaborate with other leaders and teams to distill feedback into actionable insights and to share best practices and learnings from the Voice of the Customer programs and projects. Monitor and evaluate the impact of Voice of the Customer initiatives and actions on the customer experience and business outcomes. Provide reporting and insights on key Voice of the Customer metrics including NPS, and CES. Provide thought leadership on how the organisation can continue to evolve its Voice of the Customer program and metrics with reference to industry best practices and career experiences. Identify and resolve any issues or challenges related to the Voice of the Customer program and data quality. Support and coach your team in working across business units to identify gaps in the cross-functional processes that might impede and affect the progress of program activities or have a detrimental impact on our customers. Work with the relevant leaders and teams to help close those gaps. What You Bring to the Team: Bachelor's or Graduate's Degree in business, computer science, engineering, or information systems, or equivalent experience preferred. A minimum of 7 years of experience in Voice of the Customer, customer experience, or a similar role, with at least 4 years of experience in leading and managing a VoC team. Previous experience in Voice of the Customer tools and platforms including Qualtrics and other methodologies of collecting and analyzing large bodies of customer feedback. Strong analytical and problem-solving skills, with the ability to draw meaningful conclusions from complex and large-scale data sets. Must have strong business acumen to understand, prioritize, and act on the many requests received and also to surface strategic insights in a timely fashion to the right audiences. A strong ability to influence and collaborate is a must in this position, as success will be measured by the ability to influence situations where no formal authority exists. Excellent communication and presentation skills, with the ability to convey complex information clearly and concisely to executives and various audiences. A customer-centric mindset, with the passion and curiosity to understand customer needs, behaviors, and emotions. Who You Are: Digitally dexterous: If you use data to not only inform, but optimize, the work that you do daily, this role is for you. Collaborative influencer: If you’re constantly looking to find new ways to partner with teams and individuals from across the company to deliver customer-first experiences, this role is for you. Creative thinker: If you love strategizing and problem-solving and have a strong ability to use your initiative to identify and progress business initiatives, this role is for you. Highly motivated: If you have a strong sense of achievement and the willingness to both lead and contribute supportively to a dynamic team environment, this role is for you. What We Offer: A great Team and culture – please see our Recruitment Video. An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction. Competitive Salary and benefits. The opportunity to work within a global and diversely international team. A supportive and collaborative environment. Colleague Recognition Awards. About Bentley Systems: Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world’s infrastructure – sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, mining, and industrial facilities. Our offerings, powered by the iTwin Platform for infrastructure digital twins, include MicroStation and Bentley Open applications for modeling and simulation, Seequent’s software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset operations. Bentley Systems’ 5,200 colleagues generate annual revenues of more than $1 billion in 194 countries. www.bentley.com Equal Opportunity Employer: Bentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications. #LI-AK1 #LI-REMOTE
Company:
Bentley Systems
Posted:
May 21 on Bentley Systems
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More About this Listing: Senior Manager, Voice of the Customer
Senior Manager, Voice of the Customer is a Executive Manager Job at Bentley Systems located in Dublin D. Find other listings like Senior Manager, Voice of the Customer by searching Oodle for Executive Manager Jobs.
Senior Manager, Voice of the Customer is a Executive Manager Job at Bentley Systems located in Dublin D. Find other listings like Senior Manager, Voice of the Customer by searching Oodle for Executive Manager Jobs.