Let’s talk about the team
Join a new and emerging Experience Insights function (under Customer Experience) as a CX Insights Manager (Consumer Insights). In this role, you will lead our efforts to better understand our consumers’ needs, represent the VOC to the business and own VOC consumer reporting and scorecards.
Let’s talk about the role
You will design and oversee global consumer (patient) listening channels, analyze and interpret VOC data, and communicate insights to cross-functional teams, including Product, Marketing, and Commercial teams. As an advocate for the consumer internally, you will ensure that their perspectives and needs are at the forefront of business decisions. The ideal candidate will have solid understanding of CX fundamentals, strong analytical skills, be adept at problem-solving, and excel in fostering collaboration across teams, always keeping the consumer's viewpoint in mind.
Product Team Influence
- Design, manage and measure consumer VOC listening posts to capture consumer feedback along predetermined consumer journeys across all channels
- Understand customer journey maps and engage with key business stakeholders to prioritize listening needs
- Analyze CX data sets (CSAT, NPS) and synthesize feedback to provide a holistic consumer view to the business
- Communicate insights, trends and roadblocks effectively to appropriate audiences and stakeholders
- Create and manage consumer scorecards
- Serve as the internal expert on best practices for VOC for consumers and establish industry benchmarking
- Engage with project stakeholder audience and communicate project status, progress and risks to sponsors and leadership team
Organizational Influence
- Influence teams to improve CX
- Participate in cross-functional initiatives to represent the voice of the consumer across the organization, including leading problem solving and driving continuous improvement
Market Influence
- Stay updated on industry trends and best practices in CX to continuously enhance program execution
- Align with product vision to help create and shape the market of the future
Lets talk about you:
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Customer-first mindset: Deep understanding of our customers' experiences with the passion to continuously evolve and influence the way we design experiences and products to create a step-change in how a customer interacts with ResMed.
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Technical Proficiency: Demonstrated expertise in designing impactful consumer surveys and analyzing customer data, feedback, and trends to identify patterns, understand customer behavior, and make data-driven decisions.
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Action Biased: Focus on implementation, execution, and driving meaningful progress in practical ways. The ability to actively take steps and make decisions that lead to tangible outcomes or results.
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Analytical: Excellent analytical and critical thinking skills and the ability to effectively derive insights from customer data and translate findings into actionable recommendations.
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Collaborative: You thrive on collaboration and excel in clear communication, conveying findings and recommendations to diverse audiences, including team members, stakeholders, and leadership.
#LI-APAC
Joining us is more than saying “yes” to making the world a healthier place. It’s discovering a career that’s challenging, supportive and inspiring. Where a culture driven by excellence helps you not only meet your goals, but also create new ones. We focus on creating a diverse and inclusive culture, encouraging individual expression in the workplace and thrive on the innovative ideas this generates. If this sounds like the workplace for you, apply now! We commit to respond to every applicant.
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