CX Insights Improvement Lead
CX Insights Improvement Lead
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Job Description
At Aussie Broadband we believe difference is something to celebrate. Being advocates for Inclusion and Diversity means our team can bring their whole selves to work and allows us to better represent our customers and the communities that we serve. As a proud Equal Opportunity Employer supporting and celebrating difference is just one way that we demonstrate our value of Be good to people everyday.
Join us as we continue to grow and make a mark as the 5th largest telco in Australia!
Why work for Aussie
Founded in regional Victoria almost 20 years ago we are local from the ground up. What started in a living room in Morwell has now expanded to every corner of Australia were growing fast and not slowing down!
Our fantastic culture lives and breathes our values:
Dont be ordinary be awesome
Think BIG
No bullsh*t
Be good to people
Have fun
We care about our community through our Pledge 1 commitment sponsorship programs and our paid staff community service leave offering.
But dont just take our word for it We have been named one of the top employers in Australia by HRD magazine.
The good stuff
26 weeks paid parental leave for both primary and secondary caregivers (in addition to any governmentpaid leave)
Discounted internet up to the value of $109 per month
20 off our Mobile services
Day to day benefits like flexible working arrangements Employee Assistance Program (EAP) discounts with big names like Specsavers HCF and many more
Celebrating you! With monthly rewards and recognition
Internal training and resources for you to continue to learn grow and achieve your career goals
Yearly allowance for amazing Aussie merch
Fitness Passport for access to multiple gyms and pools across Australia
Lets talk about you
You are a strategic thinker with a passion for enhancing customer experiences. Your expertise in managing Voice of the Customer (VoC) programs allows you to capture examine and leverage customer feedback effectively. You excel in defining and tracking key CX metrics such as NPS CSAT and CES and translating these insights into actionable recommendations.
Provide expert guidance on best practices in process improvement system configuration and workflow optimisation.
Collaborate with internal teams to align improvement initiatives with business needs and technical feasibility.
Evaluate performance data and workflow metrics to assess the impact of process changes.
How will you support our Why
In this pivotal role you will drive the comprehensive VoC program ensuring robust data collection examination and reporting. You will partner with crossfunctional teams to embed customer insights into choice processes influencing priorities and driving CXled improvements.
Establish governance frameworks and support strategic CX initiatives.
Enhance customer experience and deliver business value.
Guide a dedicated CX team fostering a customerfirst mindset.
Ensure alignment and consistency in CX strategy .
Ready to join
Hit the apply button to submit your application and our fantastic team will be in touch!
Even if you feel you dont meet all the requirements wed still love to hear your story. We like to think outside the box with the people we hire.
If you have any questions get in touch today with our team at
Just a heads up we cant take applications through email so make sure you apply via the job link weve set for this role so you dont miss out!
Employment Type
Full-Time
