Client Insights Manager Voice of Customer Hybrid
Client Insights Manager Voice of Customer Hybrid
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Job Description
Please note we are preferably looking for candidates based in Brisbane or Melbourne; however we are open and willing to consider candidates from all major Australian cities
Esri Australia is the exclusive local distributor of Esris worldleading Geographic Information System (GIS) software and a key member of the Boustead Geospatial Group (BGG)the largest network of ArcGIS specialists outside the United States.
Our cuttingedge geospatial (locationbased) technology is transforming the way we work live and interact with the world helping shape a better future. As we continue to grow and evolve were looking for exceptional talent to drive our mission forward.
About the Role
At Boustead Geospatial Group we believe that an exceptional client experience (CX) is at the core of everything we do. Our goal is to engage the market in a way that builds lifetime clients ensuring every interaction adds value.
We are seeking a passionate and strategic Voice of Customer (VoC) Manager to lead and implement our VoC strategy and program. In this role you will drive meaningful insights that enhance the client experience increase retention accelerate adoption and build advocacyultimately contributing to sustainable business growth.
Key Responsibilities
- Design implement and manage a Voice of Customer program that generates actionable insights driving business decisions and client value creation.
- Develop and maintain feedback loops and reporting mechanisms that inform product innovation service enhancements and operational improvements.
- Collaborate with senior leaders and crossfunctional teams to translate client feedback into business transformation initiatives.
- Serve as the VoC subject matter expert continuously evolving our capabilities to ensure a bestinclass VoC program.
- Use qualitative and quantitative research methods to structure surveys effectively and interpret results accurately.
- Clearly communicate insights and recommendations to stakeholders senior leaders and operational teams reinforcing the impact of a customercentric approach.
- Work with internal teams to map customer journeys overlay insights and refine key touchpoints that enhance client interactions.
About You
We are looking for a strategic thinker with a passion for client insights research and customer experience strategies. You thrive in a fastpaced dynamic environment and have the ability to drive transformational change across an organisation.
You will bring:
- Extensive experience in strategic research customer strategy customer experience (CX) marketing or a senior operational role.
- Proven expertise in establishing and managing a VoC function across multiple business units.
- Advanced analytical skills with the ability to interpret customer data identify trends and generate meaningful insights.
- Proficiency in surveys EDM and data analysis tools including Power BI.
- Experience working with customer feedback platforms such as Salesforce Qualtrics or Medallia.
- A strong customercentric mindset ensuring insights lead to real improvements in client satisfaction and loyalty.
- Exceptional communication and storytelling skills with the ability to influence and engage stakeholders at all levels.
- A collaborative approach working both independently and as part of a senior leadership team.
- A tertiary qualification in Business Technology Information Systems CX/UX Design or a related discipline.
- Full permanent working rights in Australia.
At Esri Australia we are committed to innovation excellence and creating real client value. If youre ready to lead a highimpact insightdriven role that shapes the future of customer experience wed love to hear from you.
Why Esri Australia
At Esri Australia we foster an inclusive peoplecentric environment that values both professional excellence and personal wellbeing. Joining us you will be provided with:
- Empowered Flexibility: We offer flexible work arrangements to promote worklife balance. New employees are required to attend their local office fulltime for the first two weeks to ensure a comprehensive onboarding experience before agreeing to a hybrid model.
- Investment in your Growth: Access dedicated training and development programs allowing you to continuously upskill and grow in your role.
- Career Advancement: We promote internal mobility and provide clear pathways for career progression empowering you to navigate and elevate your professional journey.
- Appreciation and Engagement: Enjoy a range of benefits including Paid Parental Leave Employee Reward Gateway Salary Continuance Insurance Referral Spotter Fees Staff Awards Engaging Events and much more.
- Performance Recognition: Experience a financially rewarding Profit Share Bonus.
For further details or if you have any questions please contact our Talent Acquisition team onor Email at
We are a 2025 Circle Back Initiative Employer we commit to respond to every applicant.
Please note that Esri Australia does not accept unsolicited resumes from recruiters or employment agencies.
Required Experience:
Manager
Employment Type
Full-Time
