David Wilson-Smith
Voice of Customer Manager @Convatec
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WORK HISTORY
Voice of Customer Manager @Convatec
As Voice of Customer (VoC) Manager at Convatec, I lead the development and delivery of our global Voice of Customer programme, embedding customer feedback at the heart of the organisation.Key Responsibilities:Manage the rollout of the VoC programme across multiple countries and business units.Serve as the in-house Forsta VoC expert, building complex surveys, translating and launching them across diverse markets.Partner with local markets to select the right survey channels, ensuring the correct customers are targeted.Collaborate with IT to extract and integrate customer data from CRM systems.Design and maintain live dashboards to monitor CX metrics in real-time.Implement proactive alert systems to act on low scores promptly.Conduct advanced analytics, including text analytics and statistical modelling, to uncover actionable insights.Advise on CX measures and strategies to drive survey response rates.Present findings to stakeholders at all levels with tailored recommendations.Build and oversee inner and outer loop feedback mechanisms to ensure insights translate into meaningful action.Continuously improve the programme by capturing feedback and implementing optimisations.Launch new transactional surveys aligned with evolving business needs.Explore and recommend AI applications to enhance feedback collection and analytics.Manage the relationship with Forsta, critically evaluating new features and suppliers.
EDUCATION
Solent University
BA Hons, Marketing with Media and Design
The Chartered Banker Institute
Professional Banker, Banking and Financial Support Services
Brockenhurst College
AVCE, Leisure, Recreation, Travel and Tourism
Testwood School
GCSE, English, Maths, Science
ABOUT DAVID WILSON-SMITH
I’m a Customer Experience and Voice of the Customer specialist with a passion for turning feedback into action. Over the past several years, I’ve designed and led customer insight programmes across global markets — helping organisations understand what truly matters to their customers and embed those insights into everyday decisions.My experience spans CX strategy, survey programming, data integration, and stakeholder engagement — connecting the dots between customer data and business improvement. I’m fluent in Forsta and other leading CX and analytics technologies, managing technical workflows that transform feedback into measurable outcomes.I thrive at the intersection of technology, insight, and empathy — partnering with cross-functional teams (UX, MarTech, Product, and IT) to create seamless, data-driven customer journeys. Areas of expertise:Customer Experience Strategy | Voice of the Customer | Survey Design & Automation | Data Visualisation | CRM & Integration | Stakeholder Engagement | Continuous Improvement
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