VOC Technical Specialist

VOC Technical Specialist (Voice of the Customer)
Permanent
Location: Hybrid (London or Corby)
RS Group is seeking a VOC Technical Specialist to join our Global Customer Experience team. In this role, you will act as a subject matter expert, programming, testing, and managing surveys within our CX platform, ensuring data flows seamlessly into other platforms like Customer Data Platforms and Power BI. You will also have the opportunity to train users and optimise processes to get the most value from our CX technology.

What You’ll Be Doing

• Take ownership of survey programming, scripting, QA testing, and troubleshooting within the CX platform.
• Build and maintain a holistic Voice of the Customer plan in collaboration with other team members.
• Test surveys across platforms and staging sites to ensure accuracy and functionality.
• Manage and prioritise multiple requests via a support queue.
• Identify opportunities for process optimisation and automation.
• Oversee dataflows from the CX platform into other software tools (Customer Data Platforms, Power BI, AirTables).
• Liaise with stakeholders and other research/technology teams (e.g., UX, Experimentation, MarTech) to resolve technical issues.
• Collaborate with technology partners (e.g., Forsta) to explore innovative approaches to research, survey design, and programming.

About You:
You are a technically capable and detail-oriented professional with experience in CX platform programming and survey management. You have a strong analytical mindset, excellent communication skills, and a proactive approach to problem-solving. You thrive in a fast-paced, multi-project environment, and enjoy identifying opportunities to automate processes, optimise workflows, and deliver insights to stakeholders across the business.

What We’re Looking For

• Proven experience in a similar technical/programming role with multiple stakeholders and projects.
• Experience with Customer Experience platforms (e.g., Forsta).
• Strong technical skills including JavaScript, Power BI, Verint, or similar tools.
• Ability to capture requirements, build dashboards, and present insights to stakeholders at all levels.
• Knowledge of customer journey stages and the ability to translate this into actionable survey design.
• Strong written and verbal communication skills.
• Creative thinker and problem solver with a keen eye for detail.
• Ability to multi-task across numerous projects and work independently.
• Commercially astute with a proactive mindset and interest in emerging technology.

Desirable:

• Previous experience in change management.
• Experience with API integration.
• Understanding of data processing, visualization, and handling large datasets.
• Experience in a multi-national matrix organisation.
• Retail experience in B2B environments.

The extras you’ll get

​At RS, as well as the usual employee benefits you’d expect from an FTSE listed company, including annual performance bonus, enhanced maternity and paternity leave, and private healthcare, in the UK&I, we’ve just introduced a number of new Family Friendly Policies including:​

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

We are RS

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.​

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