Voice of Staff (VOS) Specialist
Mô tả công việc
- I. Job Brief - Understand the employee experience and turn employee voice into meaningful insights and improvement opportunities. - Connect employee perspectives with business and operational context to identify key experience gaps and understand their underlying causes. - Work with relevant stakeholders to drive meaningful improvements that strengthen employee experience and contribute to store service performance and conversion.
- II. Main Responsibilities
- 1. Employee Listening & Voice of Staff - Coordinate and execute Voice of Staff and Employee Listening activities across stores and Head Office through surveys, feedback channels, interviews, and targeted engagement activities. - Identify key employee experience themes, pain points, and emerging trends from both quantitative and qualitative feedback. - Develop a clear understanding of what employee experience is, why employees experience it, and which factors matter most to their experience.
- 2. Employee Experience Insight - Translate employee feedback and data into actionable insights on the key people and operational factors affecting employee and customer experience. - Connect employee experience with store operations and Customer Experience, identifying opportunities where employee experience can influence customer-facing outcomes and store performance. - Provide clear findings and recommendations to support management and relevant stakeholders in making informed decisions.
- 3. Experience Improvement & Engagement - Work cross-functionally with HR, Retail Operations, Brand, and CX to address key employee experience opportunities. - Support initiatives that strengthen employee engagement, recognition, and customer-centric culture. - Contribute employee insights to CX improvement, internal engagement, and innovation initiatives. - Follow through on agreed improvement actions and assess whether they address the identified experience gaps and contribute to development of employee experience and operation performance.
- 4. VOS Operations, Data & Continuous Improvement - Maintain effective VOS reporting, dashboards, and visibility of key Employee Experience trends. - Ensure employee insights and actions are properly tracked and followed through. - Continuously improve the VOS listening and insight process, including opportunities for automation and reducing manual activities. - Support relevant CX / Employee Experience projects and management priorities.
Yêu cầu ứng viên
- III. Requirements for the Role - Bachelor's degree in Business Administration, Human Resources, Marketing, Customer Experience, Psychology, or related fields. - Experience in retail, multi-store, or frontline environments is strongly preferred. - Willingness to visit stores and engage directly with frontline employees when required. - Strong analytical and problem-solving skills, with the ability to turn feedback and data into actionable insights and improvements. - Strong communication and stakeholder collaboration skills, with the ability to work across different functions. - Able to communicate and work effectively in English in a professional environment.
Thông tin tham khảo
- Thị trường tại Hồ Chí Minh
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- Nguồn tin
- Nguồn: CareerViet · đăng 10/09/2026