VOC Operations Specialist

5 days ago

Melbourne, Victoria, Australia Cbus Super Fund Full time

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As a Voice of Customer (VOC) Operations Specialist, you will be responsible for administering and managing Cbus' VOC survey program - including survey design and development, data flows, text analytics, dashboards, and close-the-loop feedback programs.

This role is an initial 12 month MTC.

You'll manage the day-to-day operational relationship with our VOC strategic partner, InMoment and key stakeholders within the business. In this role you will translate and synthesize customer feedback on Cbus experience and track, monitor and report associated measures (satisfaction/NPS).

This role includes the implementation and ongoing management of a large VoC program and seeks to collate and report on what our members are telling us, to enhance their experiences moving forward.

Your experience must include the design and operational ongoing management of VoC programs, and market research related to customer experience.

  • Experience: Managing VoC research programs end-to-end, including metric design, benchmarking, and implementation.
  • Platform Expertise: Practical experience with VoC survey platforms; familiarity with InMoment is highly regarded.
  • Analytical Capability: Skilled in synthesising diverse data sets and translating complex findings into actionable insights.
  • Technical Proficiency: Strong skills in Excel, SharePoint, and PowerPoint.
  • Collaboration & Communication: Proven ability to work cross-functionally and present insights clearly to non-technical audiences.
  • Initiative & Ownership: Demonstrated success in building and leading programs independently with minimal oversight.

We want to hear from you

If you've read through the requirements of this role and you feel like you haven't fully met the criteria, we would still encourage you to apply. We're aware of accessibility barriers when it comes to applying for a job and we want to help. If you require assistance with your application, please contact our Talent Acquisition Team via careers@cbussuper.com.au

Like to know more about working with Cbus? Listen to some of our videos with members of the Cbus team on our website, cbussuper.com.au/careers

Agencies, please note: All Cbus vacancies are managed by our internal Talent Acquisition Team. Should external assistance be required we will reach out to our preferred agency partners, Thank you.

This is a full time 12 Month MTC, based in Melbourne.

Agencies, please note: All Cbus vacancies are managed by our internal Talent Acquisition Team. Should external assistance be required we will reach out to our preferred agency partners, Thank you

About Cbus

Created by workers, for workers, Cbus Super is one of Australia's most successful Superannuation funds. For almost four decades we've proudly represented those who help shape Australia, hard-working individuals who deserve to make the most of their retirement, no matter the industry. As an award-winning fund we've been recognised for the benefits provided to our members and our innovative investment approach. All while staying committed to our member first ethos as a proud Industry Fund.

Seniority level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeContract
Job function
  • Job functionMarketing

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