Customer Experience Manager

Reporting to the Head of Customer Operations this role is responsible for leading the Voice of Customer (VoC) program. We are looking for a curious selfmotivated analytical individual to drive crossfunctional projects to improve the customer journey. 

Flexibility: 

The ideal candidate would be based in Melbourne Australia available ASAP and be in the office 23 days per week (Tuesdays and Thursdays as a minimum). Aside from these requirements we generally work flexibly and are open to flexible arrangements.  
 

Were Looking for Someone Who is: 

• Customer obsessed: youre passionate about customer experience. 

• Intellectually curious and detailoriented: youre passionate about asking questions doing research and understanding both highlevel strategy and getting into the weeds at the ground level. 

• Driven to make an impact on the business: youre spy and willing to think outside the box. 

• focused: youre predisposed to action and getting things done yourself. 

• Polished: youve got exceptional business writing skills and have a knack for connecting with people at all levels of an org; leading across all levels within the organization. 

• Organized: you love to plan but you also have a system for all types of documentation and can help keep others aligned as well. 

Key Responsibilities: 

• Develop and implement a comprehensive Voice of Customer strategy including development of standard operating procedures related to customer contacts and complaint management with the view of maintaining customer service excellence. 

• Own the CSAT and NPS program powered by Qualtrics and advocate for improvements based on customer insights feedback and comments.  

• Oversee the collection consolidation and analysis of customer feedback data from multiple sources. Generate and maintain reports for business stakeholders detailing insights into customer experience trends and complaints.  

• Initiate and lead crossfunctional process improvement projects to address pain points across the customer journeys (claim filing repair process etc..  

Qualifications :

Required Skills and Experience: 

• Exceptional communication skills and the ability to communicate appropriately at all levels of the organization; this includes written and verbal communications as well as visualisations.  

• Ability to manage competing expectations and priorities in a harmonious manner while ensuring business strategic initiatives are met.  

• Proven experience in customer data analysis to identify trends and generate insightful reporting. Advanced knowledge of Microsoft Excel with the ability to use formulae functions and other features to interrogate and analyse large volumes of data and produce insights and reporting.  

• Effectively manage and engage key stakeholders at all levels including senior leadership level.   

• Proven experience building strong customer relationships and efficiently communicating internal and external voices.  

• Strong situational analysis and decisionmaking abilities.  

• Selfstarting with excellent personal time management and prioritisation skills.  

• Knowledge hungry keen to stay updated on best practices trends and technologies in customer service and experience across retail personal technology and insurance sectors.   

• Tertiary qualification or equivalent in Business Communications CX / UX design or a related disciplines are ideal.   

• Knowledge of feedback survey and data analysis tools including Qualtrics Salesforce Service Cloud and PowerBI are a plus for this position.     

• Minimum 5 years experience in customer experience management and or customer insights roles required. 

IF THIS SOUNDS LIKE YOU CLICK HERE TO APPLY:  https://smrtr/pG5M 

The Team:   you for your interest in a career at SquareTrade. Throughout your job search please be mindful of recruitment fraud.