Strategic Program Manager, VOC & CX Programs

About this role

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. With great ambitions driving us forward, we can’t say we’ve got this whole thing figured out. And frankly, that’s half the fun! What we can say is that we’re a driven, progressive, and, importantly, a kind bunch of 850+ people from over 100 nationalities, all committed to delivering the future of business spending, together.

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 or similar, Qualtrics/Medallia/Delighted or similar, 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…