Responsible for guiding AWS customers in their cloud journey, ensuring effective collaboration across teams to deliver outcomes.
About this role
A role in DHC's customer support unit, formed in July 2025 by merging the customer inquiries, order-taking and customer management teams. The position, at supervisor to assistant-manager grade, joins the four-person expert team within the nine-person CS professional group.
The person collects and visualises voice-of-customer (VOC) data from multiple channels and builds a continuing improvement cycle: consolidating feedback, identifying issues and leading improvement actions; producing regular reports, in-depth analyses and proposals that give other departments insight and support decisions; and leading quality improvements to the customer FAQ pages, including reviewing content, proposing additions and managing updates.
Required: a university degree; hands-on VOC analysis including NPS, covering surveys, call records, chat and social media; text mining or sentiment analysis; understanding of contact-centre systems such as CRM and CTI; knowledge of CSAT and customer journey design; analysis with Excel or Power BI; and a record of VOC-based improvement proposals.
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