Job Description Turn feedback into action. Transform experiences across healthcare. Are you passionate about customer experience, data-driven storytelling, and creating meaningful change? We’re on the hunt for a Voice of Customer (VOC) Insights Analyst who thrives on transforming feedback into insight, and insight into action — improving the lives of patients, doctors, and pharmacies along the way. As a key player in our VOC team, you’ll design and deliver feedback programs that capture the heartbeat of our ecosystem. You'll work across survey platforms, automate touchpoints, and analyse what matters most to our customers. Your insights will directly shape the experiences we deliver. If you love connecting the dots between what people say and what a business should do — this role is for you. What You’ll Be Doing Design and optimise surveys across the patient, doctor, and pharmacy journey Monitor experience metrics (like NPS & CSAT) and help us understand customer sentiment over time Collaborate with CRM, Product, Marketing, Clinics and more to embed feedback loops that drive change Support survey governance and ensure our work aligns with privacy, ethics, and business goals Automate survey delivery and targeting across multiple channels (email, SMS, in-app) A/B test and continuously improve survey performance and engagement Analyse data to uncover trends, friction points, and opportunities for innovation Craft compelling dashboards and reports that bring the voice of the customer to life Share insights that shape product, clinical, and operational strategies Champion customer advocacy and help embed a customer-first mindset across the organisation
