Customer Experience Manager Voice of Customer

This highimpact role will help shape SquareTrades Voice of Customer strategy in Melbourne Australia. Youll work across time zones and teams to drive measurable improvements in how we serve and delight our customers. Youll own our feedback programs surface actionable insights and drive crossfunctional initiatives that improve satisfaction loyalty and operational efficiency.

Note: Collaboration with our USbased team is essentialthis role requires flexibility to join earlymorning meetings 78am AEST on some days).

Youll also regularly present your insights and recommendations to senior leaders and global stakeholders making storytelling and stakeholder influence a core part of your toolkit.

What Youll Be Responsible For

• Contribute to the design and ongoing development of SquareTrades Voice of Customer program helping to maintain a continuous feedback loop across all customer touchpoints.
   
• Support the tracking and analysis of key CX metricsCSAT NPS and CESto help identify friction points and highlight moments of delight.
   
• Manage and enhance customer feedback tools particularly Qualtrics and explore other channels (social email call logs etc. to deepen insights.
   
• Conduct rootcause analysis and develop business cases to improve the endtoend customer journey (e.g. claims process repairs communication).
   
• Deliver visual reports and dashboards to share insights across Product Operations Support and Leadership teams translating data into stories that compel action.
   
• Champion a closedloop feedback culture ensure teams act on insights resolve individual issues and track impact.
   
• Lead crossfunctional CX projects and collaborate with global teams to implement and scale improvements.
   
• Facilitate customercentric workshops CX working groups and actionplanning sessions across departments.
   
• Stay on top of global CX best practices analytics trends and emerging toolskeeping SquareTrades approach innovative and humancentred.

Qualifications :

Who You Are

• Customerobsessed You think like a customer and advocate for them relentlessly.
   
• A natural storyteller You simplify complexity bring data to life and engage both execs and peers with your insights.
   
• Analytical and curious You love digging into data asking why and discovering patterns others miss.
   
• Influential across functions You lead through collaboration not hierarchy and know how to bring people along for the journey.
   
• Selfdirected and actionoriented You take ownership make decisions and move things forwardeven with ambiguity.
   
• Flexible and globalminded You thrive in crosstimezone teams and enjoy connecting globally.

What You Bring

• 5 years in customer experience customer insights or CX strategy with ownership of VoC or NPS programs.
   
• Experience with Qualtrics (or similar platforms like Medallia or  Verint) for managing surveys and sentiment analysis.
   
• Strong data skillsExcel Power BI or Tableau plus basic SQL as a bonus.
   
• Proven ability to present to senior stakeholders influence decisionmaking and turn insights into action.
   
• Knowledge of customer feedback metrics (CSAT NPS CES) and how to use them to drive improvements.
   
• Familiarity with CRM and CX systems (Salesforce Zendesk) a plus.
   
• Tertiary qualifications in Business Marketing Psychology Data Analytics or a related field preferred.

Additional Information :

Why Youll Love Working Here

• Hybrid flexibility with 23 days inoffice (Tuesdays and Thursdays preferred).
   
• Monthly allowances for phone/internet wellness and professional development.
   
• $750 home office setup allowance.
   
• Paid volunteer day and access to mental health resources.
   
• Inclusive peoplefirst culture with regular socials and celebrations.

Our Values

• Customer Obsessed Treat every customer like its you on the other side.
   
• Innovate Ask how it can be done better then do it.
   
• Entrepreneurial Use resources wisely and think longterm.
   
• Make an Impact Move the needle get stuff done.
   
• People First Hire and support the best.
   
• Integrity Always Be honest be humble be you.

Ready to Lead Change from the Voice of Our Customers

Were proud to be an equalopportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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

Apply now and help shape the future of customer experience at SquareTrade:   Work :

No