Customer Insights Manager

6 months ago

Melbourne, Australia Flybuys Full time

**Work options**: Hybrid
**About Us**

We’re known for being the country’s most popular rewards program with over 9 million active members. And through our extended network of partnerships with other nationally recognised brands, we make every day worth more for our members.

But, we're more than the card you carry around in your wallet or the app on your phone With over 300 team members and growing, we have amazing office spaces in Sydney and Melbourne. Staying true to our flexible working policy and people-centric culture, we ensure all our team members are set up to work remotely across Australia. We are outcomes-focused, and everything we do is aligned with our core values - Be United, Be Relevant, Be Passionate, Be Generous, and Doing the Right Thing.

**Your Team**

We've already built a pretty amazing team, but we're not looking for more of the same. Our day-to-day is made stronger when we surround ourselves with people who are different, like you.

We work really hard to build teams that support each other. It’s the kind of environment you’ll miss while you’re on holidays.

**Your Role**

The Customer Insights Manager will play a critical role in understanding customer needs, pain points, and motivations related to member engagement. Your insights will drive customer value propositions, inform experience enhancements, and shape new product features. You’ll champion an insights-led approach, collaborate with stakeholders, and manage external research agencies to achieve our goals.

**The key areas of accountability in the role are**:

- Design, deliver and manage the insights roadmap including the Voice of Customer program, brand tracker and market research programs to deliver on acquisition, engagement and retention outcomes.
- Establish and manage the Voice of Customer program to capture and analyse customer feedback, ensuring insights are used to drive continuous improvement.
- Translate insights into customer value propositions, experience improvement recommendations, and new product feature proposals.
- Develop and deliver regular reporting on our customer experience and brand performance, with a focus on actionable insights to enable achievement of enterprise goals.
- Lead and deliver discovery and validation research initiatives to support proposition and product concept development and design.
- Lead the delivery of research initiatives through a Human Centered Design approach, exploring opportunities using Design Thinking practices.
- Support the continued development of the Flybuys member segmentation and personas including ongoing segment refresh and tracking
- Managing external research agencies including budget, agreements and performance to deliver on the insights roadmap.
- Lead and manage external agency selection processes to appoint the right partner to deliver on our needs
- Define and lead the capability roadmap to deliver on our voice of member and market research insights roadmap
- Play a pivotal role in the growth of an insights led approach at Flybuys by owning and delivering best practice research initiatives and demonstrating the value of insight led work to the Flybuys business in an engaging way.
- Champion the customer experience internally to ensure consistency, alignment and effectiveness across all channels.

**Your Experience**
- Tertiary qualification in research, design, psychology, service design, experience design or related field.
- 7+ years’ experience using qualitative and analytics-based insights to address complex needs.
- 5+ years’ experience supporting digital channels in complex organisations requiring stakeholder management skills and cross functional collaboration.
- Proficiency in voice of customer tools like Forsta, Qualtrics or similar is preferred.
- Deep curiosity around the customer. A desire to improve customer experience, using data and insights to inform effective decision making and recommendations.
- Demonstrated ability in designing and implementing research and service design methods to deliver actionable insights and outcomes.
- Demonstrated ability in connecting research findings with internal analysis of member behaviour to understand and uncover pain points and opportunities. Highly collaborative with the ability to engage with a wide range of stakeholders across different business units.
- Proven experience in creating and facilitating workshops with customers and internal teams.
- Ability to investigate, analyse and solve problems and clearly communicate outcomes/results.
- Ability to work in fast-paced, deadline-oriented, growing public company with high expectations.
- Passion for driving results, ensuring client satisfaction, and securing competitive wins.
- Excellent written and verbal communication skills.
- Self-starter with the ability to work independently and deliver outcomes.

**Your Benefits**

**We offer our valued team members a stack of exclusive benefits To name a few...**
- Flybuysflex | work from any

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