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10 voice of the customer program experts
These ten professionals have run voice of the customer programs inside their own companies, with voice of the customer named in their job titles. A reader can learn how companies collect customer feedback and turn it into changes to products and service.
Professionals to explore
01—10Adam Moss
LinkedInExperience: Group Voice of the Customer Programme Lead · The Access Group
Group Voice of the Customer Programme Lead at The Access Group since 2016, where the profile says Moss spearheaded the design and implementation of the company's enterprise-wide VoC programme, aligning customer insight with business strategy, and scaled it across nine divisions. Former UK NPS Programme Operations and Analysis Leader at E.ON UK (2011–2016).
Aniket Sonawane
LinkedInExperience: Senior Manager, Voice of the Customer Program · Entain
Senior Manager, Voice of the Customer Program at Entain since 2025, and Manager, Voice of the Customer Program there (2022–2025). The profile says Sonawane currently leads VoC platform (Medallia) operations at Entain and describes nearly a decade of CX and VoC work through platform implementations and insights programs.
Clare Farmer
LinkedInExperience: Voice of the Customer Programme Lead · BT Group
Voice of the Customer Programme Lead at BT Group since 2019, in the customer service department at manager level, according to the profile. The profile describes managing a cross-functional NPS programme along with user experience management, data capture and analytics.
James Bampos
LinkedInExperience: Head of Voice of Customer Program · Paylocity
Head of Voice of Customer Program at Paylocity since 2024, where the profile describes listening to clients and partners throughout their journey with Paylocity. Former Vice President of Customer Advocacy and Quality at NetApp (2014–2020) and Vice President of Total Customer Experience at Dell Technologies (2004–2013).
Jason Katsambiris
LinkedInExperience: Voice of the Customer Global Program Manager · Aesop
Former Voice of the Customer Global Program Manager at Aesop (2022–2025), NPS Lead at MLC Australia (2021–2022) and Voice Of Customer Program Lead at Origin Energy (2019–2020). The profile describes experience spanning sales, service, operations, insights and Voice of Customer, translating complex customer journeys into clear, actionable strategies.
Kira Drabner
LinkedInExperience: Head of Voice of Customer Program · TUI
Head of Voice of Customer Program at TUI since 2024, and Senior Program Manager Voice of Customer there (2021–2023). Former Manager Consumer Insights & Customer Experience at TUI (2016–2021). The profile headline gives the current role as Head of CX Reporting, VoC and Quality Management at TUI.
Lizzie Ryckewaert
LinkedInExperience: Director of Voice of the Customer Program · Bottomline
Director of Voice of the Customer Program at Bottomline since 2020, where the profile says Ryckewaert designed, launched and manages a global VoC program. Former Marketing Manager of Customer Experience (2016–2020) and Sr Mgr Customer Experience (2020) at Year Up United, and Program Manager, Customer Experience Index at Forrester (2015–2016).
Melanie Diamond
LinkedInExperience: Senior Voice of the Customer Manager · Remote
Senior Voice of the Customer Manager at Remote since 2025, and Voice of the Customer Manager there (2022–2025). The profile describes working at the intersection of customer insight and CX execution, helping CX teams move from listening to customers to acting on what matters most.
Sharon Vaillancourt
LinkedInExperience: Sr. Program Mgr, Voice of Customer · VistaPrint
Sr. Program Mgr, Voice of Customer at VistaPrint since 2022, and Manager, Voice of the Customer there (2019–2022). The profile says the role reports to the Senior Director of CARE Continuous Improvement and involves synthesizing customer feedback from multiple data sources to provide a 360 degree view of the product experience.
Stephen George
LinkedInExperience: Voice of the Customer Program Manager · ServiceNow
Voice of the Customer Program Manager at ServiceNow since 2022. Former Sr Product Manager, Amazon Business Voice of the Customer at Amazon (2019–2021), Sr Program Manager at The Zebra (2021–2022) and Product Operations Manager, Analytics & Insights at Atlassian (2017–2018).
Choose the right perspective
Match the person's business model to yours, since a VoC program for business software clients works differently from one built around consumer purchases or travel bookings. Also decide whether you need help launching a program from scratch or scaling and operating an existing survey platform and feedback process.
Questions to take into the conversation
- 01How did you decide which customer touchpoints to survey first, and which metrics to track?
- 02How do you close the loop with customers and internal teams after feedback comes in?
- 03What did you do to get product and operations leaders to act on VoC findings rather than just read the reports?
Reaching voice of the customer program experts
How can I contact one of these voice of the customer program experts?
Pick one of the 10 people on this page and choose "Book a paid call", or describe your project to find others. You offer a fee for a 15-minute call or a written answer, Instant Expert finds the person's work email and sends the invitation, and they decide whether to accept. The list covers 10 companies, including The Access Group, Entain and BT Group, based on profile data retrieved on October 4, 2026. Being listed here doesn't mean someone has agreed to take calls.
How much does it cost to reach voice of the customer program experts?
You choose the offer, starting at $5 per person. It includes Instant Expert's 20% fee, so an offer that pays the person $100 costs you $125. You're charged only when the person books the call or sends the answer.
What if they don't reply?
You pay nothing. Instant Expert sends follow-up reminders, and if the person hasn't booked or answered within 7 days, the request expires and any hold on your card is released. You can invite several of the 10 people on this list at once and cap your total spend, so you pay only for the ones who accept.
About this directory
This is a professional research starting point based on business profile data retrieved on . Titles and companies reflect that source snapshot and may describe past or present roles. Check the linked profiles for current details. Inclusion does not imply Instant Expert membership or availability.
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