Adora U.
Voice of Customer & Cx Design @S&P Global
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WORK HISTORY
Voice of Customer & Cx Design @S&P Global
EDUCATION
Université Paris Nanterre
Higher National Diploma, French Language and Literature
University of Brighton
Doctor of Philosophy - PhD, Environment
UVSQ Université de Versailles Saint-Quentin-en-Yvelines
Masters II in Management (Professional Masters), Sustainable development with specialization in eco-innovation management
Udacity
Nano degree, Bertelsmann Technology Business Analysis
ABOUT ADORA U.
With expertise in Voice of Customer (VoC), I help organisations move from collecting feedback to actually using it.My work is centred on improving how customer feedback is gathered, understood, and applied in real decisions. That means putting more structure around how feedback is collected across touchpoints and making it easier for teams to use it in product, marketing, and CX planning. In my current role, I’ve focused on ensuring consistency in feedback across touchpoints and journeys, including events, product, training, onboarding, and support. I’ve worked on aligning survey design and implementing clearer ways to follow up on feedback so it doesn’t just sit in reports. Alongside this, I’ve been developing tools and approaches (including AI-supported workflows) to speed up analysis and make insights easier to access across teams. In practice, my work sits across:1. Voice of Customer and feedback governance2. Customer insight, segmentation, and personas3. Journey mapping and experience improvement4. Using AI agents to enable self-serve, persona-based insights I’m particularly interested in how organisations can reduce reliance on ad hoc research and instead build more consistent, scalable ways to understand their customers. Happy to connect with others working in customer insight, CX, or product.
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