Strategic Program Manager, VOC & CX Programs

About Pleo Messy spend management is tricky business. And tedious processes are a lose‐lose situation for all involved, not just finance. At Pleo, we're changing that. We build spend solutions that make managing money seamless, empowering, and surprisingly effective for finance teams and employees alike – with a vision to help all businesses 'go beyond'. The word 'Pleo' actually means 'more than you'd expect', and living by that mantra has been the secret to our success over the last 10 years. Now, we're at a pivotal moment in our journey; every move we make has a direct impact on our 40,000+ customers, our business, and our collective success. We need people who take pride in uncovering customer needs, who turn complex problems into simple solutions, challenge the way things are done (respectfully), and always aim high. About the role We're looking for a Program Manager, VOC & CX Programs to join our Customer Experience team at Pleo. In this role, you'll help design, coordinate, and scale core Voice of the Customer and Customer Experience programs that turn customer insight into action. You'll support cross‐functional initiatives that improve onboarding, support, customer success, service design, and customer outcomes as Pleo continues to scale. This role is ideal for someone who enjoys building structure, driving execution, and making sure customer feedback leads to meaningful operational improvement. You do not need to lead people to be successful in this role, but you do need to be strong at influence, coordination, and follow‐through. Who you'll be working with and reporting to You'll report to our Director of Program Management & Operations , and work closely with teams across Customer Success, Support, Onboarding, Product, Product Operations, RevOps, Data, and Marketing . Our team is highly collaborative and focused on improving the end‐to‐end customer experience through better listening, better prioritisation, and better execution. You'll partner with stakeholders across the business to ensure customer feedback is not just collected, but translated into action. What you'll be doing As a Program Manager, VOC & CX Programs , you will: Run core VOC programs including NPS, CSAT, CES, feedback loops, listening posts, and closed‐loop follow‐up processes. Escalation Management through the co‐ordination of relevant stakeholders aiming for resolution within the documented SLAs. Coordinate CX improvement initiatives that connect customer insight to action across onboarding, support, customer success, self‐service, and lifecycle experience. Identify themes and root causes in customer feedback by analysing structured and unstructured inputs across surveys, escalations, support trends, account feedback, and operational signals. Partner cross‐functionally to support prioritisation and execution by working with Product, Support, Success, and Operations teams to turn insight into measurable actions. Track program health and business impact through dashboards, reporting, action logs, trend analysis, and regular stakeholder updates. Prepare clear summaries for leaders and stakeholders on sentiment, top pain points, recurring friction, emerging risks, and improvement opportunities. Drive closed‐loop follow‐up processes to ensure high‐value customer feedback, detractors, and recurring issues are acknowledged, tracked, and addressed. Improve VOC and Escalation systems, processes, and governance so feedback collection is consistent, scalable, and connected to decision‐making. Support customer‐centric ways of working by helping build repeatable mechanisms that keep the customer voice visible across the organisation. Contribute to CX transformation initiatives tied to onboarding, time‐to‐value, service experience, automation, and journey improvement. To put things into context In this role, you can expect to work on priorities such as: maturing NPS, CSAT, and CES into a stronger VOC program Tightening the escalation process and prioritisation across the business improving closed‐loop processes for detractors and high‐risk feedback surfacing recurring customer pain points across onboarding and support strengthening customer journey insights across lifecycle stages improving how feedback is shared with Product and Operations teams building dashboards and reporting that show sentiment, trends, and business impact helping customer‐facing teams act on insight faster and more consistently You can expect to work across a tech environment that includes survey platforms, CRM, support tooling, customer success platforms, BI/reporting tools, workflow tools, and collaboration tools . Examples: Salesforce, Zendesk, Gainsight, Qualtrics/Medallia/Delighted, Looker/Tableau/Power BI, Jira/Asana/Linear, and Slack. What you bring You'll thrive in this role if you have: Program management experience in Customer Experience, Voice of the Customer, Customer Success Operations, Support Operations, or Business Operations. Experience running or supporting VOC and feedback‐led programs including survey execution, analysis, action planning, and stakeholder coordination. A structured, analytical mindset with the ability to turn customer insight into clear recommendations and practical next steps. Strong cross‐functional collaboration skills and the ability to work effectively with Product, Support, Success, Data, and Operations teams. Strong written and verbal communication skills with the ability to present findings clearly to both working teams and leadership stakeholders. Strong organisational and execution skills with attention to detail, follow‐through, and comfort managing multiple workstreams at once. Experience with dashboards, reporting, and insight storytelling that helps teams make better decisions. A customer‐centric mindset with a genuine interest in improving experiences, removing friction, and helping teams act on what matters most. Comfort operating in a fast‐moving, scaling environment where priorities may evolve and strong judgment matters. A background in SaaS, fintech, B2B technology, CX, CS, or support‐led environments . Nice to have Experience with NPS, CSAT, CES, and closed‐loop program design Experience in fintech, spend management, B2B SaaS, or financial operations Familiarity with journey mapping, service design, root cause analysis, or process improvement Exposure to customer onboarding, support operations, or customer success models Experience with automation, AI‐assisted service workflows, or self‐service improvement programs Why is this role a good fit for you This role is a good fit for you if: You enjoy turning customer feedback into action, not just reporting on it. You like building structure around programs that improve experience and business outcomes. You are strong at coordination, follow‐through, and cross‐functional execution. You care about the details but can also connect them to broader trends and priorities. You want to help scale a customer‐centric operating model in a growing business. This role is not a good fit for you if You prefer work that is purely analytical without driving action and follow‐through. You do not enjoy coordinating across multiple teams with different priorities and perspectives. You are uncomfortable managing ambiguity, stakeholder pressure, or evolving priorities. You prefer highly isolated roles with minimal collaboration. You are looking for a people‐management role rather than an individual contributor role. How you'll develop in this role In your first month at Pleo, you'll: Learn the current customer journey, key pain points, existing VOC and Escalation mechanisms, and the main stakeholders across Customer Experience. Build a clear view of how feedback is collected today, where it is fragmented, and where action loops are weak. Understand how escalations are resolved today and where it could be improved. Start improving reporting, visibility, and follow‐up processes for key VOC signals. Support one or two high‐priority CX or VOC initiatives that show clear operational value. In your first 6 months , you'll: Strengthen the structure and cadence of the VOC program across surveys, feedback channels, and action tracking. Ensure escalation have consistency in resolution times with a closed loop feeding continuous improvement. Improve the way customer insight is shared with leaders and operational teams. Drive measurable improvements in closed‐loop response, issue visibility, and prioritisation of recurring pain points. Become a trusted program owner for CX improvement initiatives tied to sentiment and customer friction. In your first 12 months , you'll: Help establish a more mature VOC operating model that connects customer feedback to business decisions. Deliver a robust Escalation management process. Create stronger cross‐functional accountability for acting on customer pain points. Deliver measurable gains in program consistency, reporting quality, and CX improvement execution. Be recognised as a strong program owner who helps customer insight lead to operational improvement at scale. Success in this role looks like VOC programs are structured, reliable, and tied to action. Escalations are resolved within SLAs and inform the business on product or process improvements. Customer feedback is easier to interpret, prioritise, and operationalise. Detractor and high‐risk signals are followed up with greater speed and consistency. Leaders have clearer visibility into customer sentiment, trends, and root causes. Cross‐functional teams act faster on recurring issues across onboarding, support, and success. The customer voice becomes more visible in prioritisation and operational decision‐making. Candidate profile summary The strongest candidate for this role is a strong individual contributor who knows how to connect customer insight to action. They are organised, analytical, collaborative, and execution‐focused. They do not need direct reports to create impact. They know how to move work forward through structure, influence, and consistent follow‐through. #J-18808-Ljbffr