Head - Voice of Customer

At Swish, we want to build a strong understanding of what customers want, what they love, and what makes them unhappy — and use that understanding to continuously improve the food and experience we offer.

We are looking for a Head – Voice of Customer to build this function from the ground up.

You will own Swish's Voice of Customer program end-to-end — from understanding what customers want before we launch a product, to capturing feedback after launch, identifying recurring problems, and working with Category, Culinary, Operations and Quality teams to fix them.

What You Will Own

Build Swish's Voice of Customer Engine

Design and run an always-on customer feedback system across the customer journey, covering pre-launch research, new product feedback, negative-rating triage, customer immersions, interviews, targeted outreach and surprise audits. Decide what we need to learn, from whom, how frequently and through which channel, using the right mix of qualitative and quantitative research.

Turn Feedback Into Action

Go beyond collecting feedback to identify the actual problem, understand its root cause and determine whether it is a one-off, product or category-level issue. Work closely with Category, Culinary, Operations and Quality teams to turn customer feedback → root cause → action → measurable improvement. The role will be measured on issues resolved and outcomes improved, not the number of calls or insights generated.

Prioritise Research & Drive Decisions

Build the framework to determine which categories and SKUs need deeper research, when to trigger audits, when patterns need escalation and where the VoC team's time and resources should be invested. Bring customer evidence into decisions around new launches, recipe changes, relaunches, taste, quality, portioning, pricing, packaging and assortment.

Build & Lead the VoC Team

Hire, coach and manage the initial VoC team, set clear goals and operating cadences, and build strong capabilities in customer conversations, probing, research and root-cause identification. Create a team that is accountable for outcomes rather than activity.

Continuously Improve the System

Own and improve the questionnaires, interview frameworks, sampling, feedback channels, tracking, reporting, escalation mechanisms and research methodology as the business grows.

What We're Looking For

• •8+ years of overall experience, with 3–4+ years of people management experience.
• •Experience building and running customer research, insights or CX programs in-house, rather than only managing external agencies.
• •Experience in consumer internet, food-tech, FMCG or another high-frequency consumer business.
• •Experience running customer research or feedback programs at operational scale — not just occasional market research projects.
• •Someone who has owned a business/customer metric end-to-end, rather than only producing reports or insights for another team.
• •Experience working closely with Operations, Category/Product, Quality and other cross-functional teams to drive changes based on customer feedback.

We Particularly Value

• •Someone who has built a function from scratch — team, processes, tools and operating cadence.
• •Experience with both qualitative and quantitative research.
• •Strong understanding of customer interviews, surveys, ratings/reviews and customer feedback analysis.
• •Experience managing calling or field teams and understanding operational metrics such as connect rates, response rates, call fatigue and script adherence.
• •Experience in food, FMCG, QSR or other categories where taste, freshness, quality, portioning and value directly influence customer satisfaction.

What Good Looks Like

In the first 6–12 months, you should have:

• •Built a functioning VoC team and operating cadence.
• •Created a reliable system to capture and prioritise customer feedback.
• •Established clear feedback loops across categories and products.
• •Identified recurring customer problems and driven them to resolution.
• •Built a strong mechanism for feeding customer insights into launches, product changes and category decisions.
• •Demonstrated measurable improvement in relevant customer metrics such as ratings, complaints, repeat issues or product-level satisfaction.