Tuyển dụng Voice of Staff (VOS) Specialist tại Hồ Chí Minh

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.