Join a new and emerging Experience Insights function (under Customer Experience) as a Manager, Customer Experience. 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. 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, will take ownership, be self-directed, work well in a team and be willing to roll their sleeves up and get into the detail as required, helping the business drive customer centricity leveraging data, insights and digital.
Let’s talk about Responsibilities
- VoC Strategy & Listening Posts
- Design, manage and measure consumer VOC listening posts to capture consumer feedback along our consumer journeys across all channels
- Understand customer journey maps and engage with key business stakeholders to prioritize listening needs
- Data Analysis & reporting
- Examine survey results (NPS, CSAT), operational data, and other feedback sources to provide a holistic consumer view to the business
- Create clear, actionable reports that highlight progress, opportunities, and recommendations
- Define and implement action plans to address experience gaps and improve satisfaction
- Project Management & Stakeholder Engagement
- Communicate insights, trends and roadblocks effectively to appropriate audiences and stakeholders
- Lead problem-solving sessions to address consumer pain points and work with teams on implementing solutions that enhance customer love
- CX Leadership
- Lead and manage customer experience transformation projects, leveraging data, research, and industry best practices to design and execute impactful initiatives e.g. closed loop feedback program
- Serve as the internal expert on best practices for VOC for consumers and establish industry benchmarking
- Influence cross-functional teams to adopt consumer-centric solutions and optimize CX
Let’s talk about Key Skills
- Customer-Obsessed. You possess a strong customer focus and a continuous improvement mindset. Driven by the desire to exceed customer expectations, you empathize with customer perspectives, fostering better connections and leading to improved interactions and satisfaction.
- Experienced. You are experienced with quantitative and qualitative research methodologies used in CX and proficient in closed loop processes.
- Tech Savvy. You are familiar with customer experience management tools (preferably Qualtrics), CRM systems, and data analytics tools to efficiently gather, manage, and analyze VoC data.
- Action Biased. You are focused on implementation, execution, and driving meaningful progress in practical ways; you can actively take steps and make decisions that lead to tangible outcomes or results.
- Analytical Synthesizer. Comfortable with ambiguity, you effectively interpret and derive insights from customer data. You distill complex problems to their essence, making the next steps clear and informed by key performance indicators and data-driven insights.
- Great Teammate. You excel in clear communication, conveying findings and recommendations to diverse audiences, including team members, stakeholders, and leadership. You thrive on collaboration and enjoy guiding others, fostering a customer-centric culture across functions.
- Reliable. You take pride in ensuring the reliability of outcomes, timelines, and goal expectations.
Let’s talk about Qualifications and Experience
Required
- Bachelor’s degree in business, marketing or other related field
- 3+ years of experience in a CX role
- Experience managing a VoC platform like Qualtrics, Medallia or InMoment
- Experience designing VOC surveys across multiple channels (emails, web, phone, etc.)
- Solid understanding of NPS, CX fundamentals and change management principles
- Excellent analytical and critical thinking skills and the ability to translate findings into actionable recommendations
- Ability to multi-task and work in a fast-paced, collaborative, team-oriented environment
- Excellent communication and presentation skills; ability to communicate effectively with all levels of the organization
Preferred
- Certified Customer Experience Professional (CCXP)
- Experience in healthcare and understanding of the Australian healthcare system
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.
