Customer Insights

1 week ago

Macquarie Park, Australia Organon Full time

Organon is a Women's Health Company that believes in a better and healthier every day for every woman We are a passionate, global community of thousands dedicated to redefining the future of women's health.

Our mission is to deliver impactful medicines and solutions for a healthier every day. But what really makes it work at Organon is our people.


We're looking for real, passionate team players, curious innovators, forward thinkers, empowered by the idea of shaping their career, and ready to bring their fire to embrace change and the opportunities it brings for progress.


At Organon, you'll get to enjoy the best of both worlds: the open, agile, collaborative culture of a start-up, and operating at the scale of a Fortune 500 company with an international footprint that serves people in more than 140 markets.

It's going to be an exciting future—come be a part of it

THE OPPORTUNITY

Overview:

This position will deliver a voice of customer program for Organon ANZ and lead related customer listening initiatives.

The role spans responsibility for developing the strategy, managing the infrastructure development and organizational implementation of the voice of customer program (VoC).

The role is well suited to a strategic and creative thinker with a passion for insight led transformation.

At Organon, our work contributes to improving the health of women in our lives and the broader community. As part of the ANZ team, you will be helping provide patients with affordable alternatives to life-changing medications.

Primary Responsibilities:


You will partner with stakeholders at all levels of the business to understand current state and future ambition for their business, their defined customer base and establish a program that delivers actionable insights from which we can continuously improve.


You will lead the strategy development for the VOC program In addition, you will lead the projects infrastructure development partnering with the data and Insights team on the build and ultimately lead the programs implementation including associated change management initiatives.


In addition, you will partner with the Customer Experience Lead in developing tools and artifacts for brand stakeholders, and for Organon digital experiences, such as customer journey maps, experience design and customer personas to drive improved customer insight and experience.


You will work in close collaboration with the broader Customer Experience team in building a 'customer first' mindset across the Organon business.

This will be achieved several ways, including your contribution to strategic planning processes, a curiosity driven outside in knowledge transfer and collaboration within the CX team to ensure the services provided deliver and end to end experience.

Ultimately you will be key in allowing the broader Organon team to get closer to their customer.

Tasks:

  • Lead the development of the Voice of customer (VOC) strategy and framework, working closely with relevant stakeholders to ensure this drives key metrics forward, in alignment with the organizational objectives.
  • Lead the project and relevant stakeholders in the planning and development of the infrastructure / tools to facilitate the program with (Commercial team, Data and Analytics team, the Digital Marketing Operations Specialist as well as the Business Technology team).
  • Drive the adoption of VOC data, reports, and tools across the organization through strong stakeholder engagement which support the strategy and focuses the conversation on the customer.
  • Work with stakeholders ongoing in identifying drivers of customer satisfaction and identifying areas of opportunity aligned with the business strategic objectives, partner with stakeholders to develop action plans based on insights.
  • Analyze the VoC data to identify and remove customer pain points/frictions that may cause churn and impact their experience.
  • Lead and facilitate customer/stakeholder insight and design forums.
  • Ownership of the NPS score and accountability to work with stakeholders on identifying opportunities and actions to improve
  • Develop or lead the partnership to develop customer surveys within the VOC platform including survey design, distribution, and reporting of insights to the business.
  • Work in partnership with the Data and Analytics team and the Customer Experience Lead to develop a customer experience ROI model
  • Evaluating customer trends that could impact our business, providing outside in insights to business stakeholders.
  • Partner with the Customer Experience Lead in developing tools and artifacts for brand stakeholders, and for Organon digital experiences, such as customer journey maps and personas to drive improved customer insight and experience.
  • Be an influencer to on the needs of our customers to help us fulfill our mission of being here for her health.

Competencies:

  • Proficient skills in questionnaire design to create surveys internally,

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