Salary: £45,000 - 85,000 per year Requirements: Hands-on VoC insights experience, producing reporting and interpretation from customer feedback programmes, including drivers and verbatim analysis. Experience using Medallia or a similar VoC platform, such as Qualtrics, able to navigate outputs and pull insight. Strong analytical thinking, with the ability to connect dots across sources and explain the so what in plain English. Familiarity with research basics, including sample sizes, bias, and ethical handling of customer feedback. Experience contributing to a mature VoC model, demonstrating clear objectives, governance, and cross-functional actionability. Confident stakeholder communication, able to present insight, answer questions, and shape action plans without over-claiming. Experience designing or improving closed-loop processes and integrating VoC outputs into journey mapping or governance practices is a plus. Experience working with complaints and service feedback as an insight source is desirable. Responsibilities: Produce regular VoC reporting, covering transactional NPS, drivers, verbatim themes, and journey performance with clear highlights, trends, and implications. Translate data into decision-ready insights, detailing what happened, why it happened, and what to do next. Build clear, consistent reporting views and maintain definitions for comparability over time. Review and refine journey definitions to ensure VoC measurement reflects the true end-to-end experience. Partner with journey owners to identify moments that matter, pain points, and improvement opportunities. Triangulate insights across primary research, tracking studies, complaints, and VoC signals to create a coherent story. Collaborate with stakeholders on close-the-loop practices and identify recurring root causes for systemic fixes. Provide guidance and training content on using VoC outputs appropriately. Utilize Medallia or similar platforms to pull insight outputs, interrogate verbatims and themes, and support reporting packs. Technologies: Support More: At AIB, we are committed to a collaborative insight-led environment where customer feedback drives meaningful improvements. As a subsidiary of AIB Group, Irelands largest bank and a leading bank in Europe, we provide full-service retail and business banking in Northern Ireland and Corporate Banking in Great Britain. Our Customer Experience & Insights team plays a vital role in enhancing our understanding of customer experience and advocacy, ensuring that customer-centered decision-making is at our core. We offer a hybrid working model that balances flexibility and collaboration. Our benefits include a market-leading pension scheme, healthcare scheme, and two volunteer days per year, reflecting our commitment to the well-being of our colleagues. last updated 15 week of 2026