Customer Experience Insights Manager

Job title : Customer Experience Insights Manager
Location : Sydney
Job type : Contract or Temp
Salary : $150,000 - $170,000 inc super
Contact name : John Corrigan
Contact email : jcorrigan@sharpandcarter.com.au
Job reference : 1668862
  • Lead major CX and voice of customer programs for this Massive B2B and B2C Brand
  • 12 month contract initially | Positive, pro-active and collaborative culture
  • Sydney CBD | Great work flexibility WFO/WFH split | $150,000 - $170,000 inc super

About the role
Reporting to the Head of CX and Voice of Customer, you will lead and execute major CX and Voice of Customer programs across key customer groups both B2B and B2C. This is a strategic and hands-on role where you both lead and execute key programs. It's a standalone role with no direct reports but with a host of senior stakeholders to build relationships with. Other key durties
include
  • Design and continuously improve enterprise Voice of Customer programs – especially with demonstrated examples of partnering with business to turn insights into action and drive measurable CX uplift
  • Run both Qual/Quant research, segmentation modelling, driver-anlaysis
  • Support the preparation of VOC Insights reporting and present compelling data-driven insights and recommendations to teams across all levels (including leadership) to secure buy-in for customer initiatives
  • Develop strong relationships with cross-functional stakeholders to influence key decisions that impact the customer experience

What you need
  • Strong EQ with the ability to work with a variety of complex stakeholders and influence accordingly
  • Experience working in matrix structure organisations, strong stakeholder influencing skills, ability to story tell and develop compelling packs for leadership
  • A proven track record of running CX insights and Voice of Customer programs
  • Approx 8 years' experience leading customer, project and program delivery
  • Approx 5 years customer centred design experience

What's in it for you
  • 12 month contract with the potential for permanency down the line
  • Fantastic B2B and B2C Brand with a warm and positive culture where you can grow and develop
  • Great salary and benefits - $150,000 - $170,000 inc super

How to apply
Please apply via the link below or send your CV to jcorrigan@sharpandcarter.com.au