Director, Voice of the Customer

Location: UK or Ireland (Hybrid or Home-Based)

Position Summary:

We are looking for a visionary leader with a deep understanding of customer insights, analytics, and data-driven decision-making, to lead the strategic development and execution of the Voice of the Customer (VoC) program.

This global Director-level role will report to the Head of Strategy & Insights, lead and mentor an established team, and work cross-functionally to ensure that customer feedback is systematically captured, analysed, and translated into actionable recommendations that influence business strategy and operational improvements.

The ideal candidate is an experienced leader and coach, capable of building and mentoring a high-performing team and influencing global stakeholders, to drive customer loyalty and elevate the customer experience.

Your Day-to-Day:

1. Strategic Leadership:

• Develop and implement the VoC vision, strategy, and roadmap, ensuring alignment with Bentley’s business goals and objectives.
• Champion a customer-centric culture across the organization, ensuring that customer insights are at the heart of decision-making processes.
• Serve as a senior advisor to leadership on customer-related opportunities and challenges, driving a relentless focus on customer experience and satisfaction.

2. Voice of Customer Programme Management:

• Manage the end-to-end VoC program, including feedback collection, data analysis, reporting, and action planning; implement and optimize feedback channels (e.g., surveys, interviews, social listening) to capture a comprehensive view of the customer experience.
• Collaborate with cross-functional leaders and teams to distil feedback into actionable insights, and ensure timely and accurate reporting of VoC metrics, insights, and trends to key stakeholders.
• Establish key metrics to evaluate the effectiveness of the VoC program and its impact on business outcomes and monitor industry trends and best practices to continuously evolve the VoC program.

3. Data-Driven Insights and Recommendations:

• Analyse and synthesize customer feedback data using statistical and visualization techniques (e.g. Excel, PowerBI) to identify key drivers of customer satisfaction, loyalty, and retention and deliver executive-level reports and dashboards.
• Provide timely and strategic insights and recommendations to key business stakeholders based on customer feedback data and key VoC metrics (e.g. NPS, CES) to inform product development, service enhancements, and operational improvements.
• Collaborate with cross-functional teams (e.g., Product, Marketing, Sales, Operations) to implement changes based on VoC insights.

4. Team Leadership and Development:

• Build, lead, and mentor a high-performing VoC team, fostering a culture of continuous learning and customer advocacy.
• Provide coaching and professional development opportunities to team members, ensuring they are equipped with the skills and knowledge to excel in their roles.
• Set clear performance goals and expectations, regularly monitoring team progress and addressing any challenges.

5. Customer-Centric Culture Promotion:

• Advocate for the customer across all levels of the organization, ensuring that the customer perspective is considered in all business decisions.
• Develop and deliver training programs to educate employees on the importance of customer experience and their role in driving customer satisfaction.
• Lead initiatives to celebrate customer success stories and reinforce the company’s commitment to delivering outstanding customer experiences.

Work Environment:

• Hybrid work arrangement, remote-first with purposeful co-location in the office as needed.
• This role may require infrequent travel (1-2 times per quarter) to the main Bentley offices (London, Dublin, Exton) to support strategic workshops or collaborate in person with the team and key global stakeholders.

What You Bring to The Team:

• Degree in business, economics, marketing, statistics, any other relevant field, or relevant training and/or experience.
• A minimum of 10 years of experience in Customer Experience, Customer Insights, Market Research, or a similar role, with at least 5 years in a people management role.
• Proven experience in developing and managing a VoC program or similar customer feedback initiatives.
• Mastery of VoC tools and platforms (e.g., Medallia, Qualtrics), knowledge of automation technology, and new solutions, including AI.
• Strong analytical and problem-solving skills, with the ability to draw meaningful conclusions from complex and large-scale data sets.
• Highly collaborative style, ability to establish credibility, build strong networks, and influence others across a complex, global organisation.
• Excellent communication and presentation skills, with the ability to convey complex information clearly and concisely to executives and various audiences.
• A customer-centric mindset, with the curiosity and commitment to understanding customer needs, behaviours, and emotions.
• Passion to lead and coach, willing to invest time in developing others.

What We Offer:

• A great Team and culture – please see our Recruitment Video.
• An exciting career as an integral part of a world-leading software company providing solutions for architecture, engineering, and construction.
• Competitive Salary and benefits.
• The opportunity to work within a global and diversely international team.
• A supportive and collaborative environment.
• Colleague Recognition Awards.

About Bentley Systems:

Bentley Systems (Nasdaq: BSY) is the infrastructure engineering software company. We provide innovative software to advance the world’s infrastructure – sustaining both the global economy and environment. Our industry-leading software solutions are used by professionals, and organizations of every size, for the design, construction, and operations of roads and bridges, rail and transit, water and wastewater, public works and utilities, buildings and campuses, mining, and industrial facilities. Our offerings, powered by the iTwin Platform for infrastructure digital twins, include MicroStation and Bentley Open applications for modeling and simulation, Seequent’s software for geoprofessionals, and Bentley Infrastructure Cloud encompassing ProjectWise for project delivery, SYNCHRO for construction management, and AssetWise for asset operations. Bentley Systems’ 5,200 colleagues generate annual revenues of more than $1 billion in 194 countries.

www.bentley.com

Equal Opportunity Employer:

Bentley is proud to be an equal opportunity employer and considers for employment all qualified applicants without regard to race, color, gender/gender identity, sexual orientation, disability, marital status, religion/belief, national origin, caste, age, or any other characteristic protected by local law or unrelated to job qualifications.