Voc Insights Manager

3 months ago

Surry Hills, Australia WooliesX Full time

**VOC Insights Manager
- **Permanent role**:

- **Surry Hills office location with hybrid and flexible working environment**:

- **Work on a range of high impact projects in the Everyday Insurance
We are Woolworths Group. 200,000+ bright minds, passionate hearts, and unique perspectives across Australia and New Zealand. Connected by a shared Purpose - 'to create better experiences together for a better tomorrow'. That Purpose fuels our ambition to explore new ideas, make brave commitments, and innovate better ways to meet the food and everyday needs of more than 24 million customers every week.

If you're excited to turn today's blue-sky thinking into a better tomorrow for future generations, you'll find yourself supported and enriched in a dynamic, inclusive, and empowering workplace. With a culture of genuine care, a flexible approach to work, and opportunities across the group to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.

**What you’ll do
**As a VOC Insights Manager, in the Customer Insights Center of Enablement (COE), you are responsible for analysing customer feedback, generating insights, and communicating actionable findings to business stakeholders.

In this role, you will have ownership of the end-to-end Everyday Insurance Voice of Customer Program which includes program health and evolution, generating actionable insights and communicating these findings to business stakeholders whilst being a champion for initiatives to drive change as part of customer feedback and insights. You will deliver your work within the Insurance Tribe Product & Propositions squad and be the primary contact for VOC and customer insights for all squads. As part of a larger team, you’ll also collaborate on other Voice of Customer streams to ensure consistency and broader ecosystem insights as part of your Chapter Time allocation.

This role acts as the translator of customer feedback into insights, and insights into actions. You will be customer obsessed and your expertise in identifying opportunities and communicating these to the wider team means that you will drive customer led initiatives for the Insurance Tribe.

Responsibilities will include, but are not limited to:

- Managing and evolving several streams of customer feedback that make up the VOC program for the Everyday Insurance business
- Develop, enhance and deliver BAU reporting to enable the Insurance business to stay abreast of customer feedback
- Management of key stakeholders in the Everyday Woolworths Insurance business
- Conduct ad-hoc customer research from time to time
- Develop surveys, run analysis, generate insights and use storytelling to characterise customer experience
- Generate insights and use storytelling to characterise customer experience
- Clarify customer feedback and assist squads in the practical implementation of those insightsStrong focus on the “so what” from the insights and identifying use case and opportunities for insights

**What you’ll bring
You’re data savvy, motivated to deliver research, and passionate identifying insights, keeping our customers at the forefront of everything we do.
- 5+ years experience in research, or managing a voice of customer research program
- Ability to analyse tracking data effectively, strong ability to use Tableau or Q for data analysis.
- Confidence and proven ability to independently lead and oversee research projects end-to-end (tracking and ad hoc)
- Strong stakeholder management skills, with the ability to build positive relationships and use your influencing skills to drive meaningful change
- Experience taking a hypothesis based problem solving approach to data analysis
- An inherent ability to translate analysis outcomes into actionable insights that are visualised and presented in a way that is simple to understand
- Experience using multiple data sources (primary and secondary research, commercial data, shopper data etc) to tell the full story
- Good project management skills and the ability to effectively juggle multiple and competing priorities / stakeholdersTertiary qualified in relevant discipline (Statistics/Business/Commerce/Marketing etc.)

**What you’ll experience
Our Team Members are at the heart of everything we do and we’re always looking for ways to support your career journey and reward great work:

- Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work.
- A global business with endless career possibilities around every corner and across every discipline - with valuable exposure to a vast and exciting business network.
- High impact role supporting our teams who enrich our communities.
- A range of programs to help you prioritise and manage your wellbeing, including 24/7 access to the Sonder app.A progressive and competitive leave policy that gives you more space for what matters to you.

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