Voice of Staff (VOS) Specialist

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.

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.