Customer Experience Insights Manager

2 months ago

Darlinghurst, Australia ED - Group Support Functions Full time

**About Us**

Endeavour Group was created in 2020 through the restructure and merger of the Woolworths Group drinks and hospitality businesses. With a strong track record of growth, combined these businesses form the leading customer franchise in drinks and hospitality in Australia.

United behind a common purpose of ‘Creating a more sociable future together’, we are a 28,000+ strong team with more than 1600 stores and 330 hotels nationally, including leading brands such as Dan Murphy’s, BWS and ALH Hotels.

Endeavour Group has separated from Woolworths during the calendar year 2021 and is well-positioned as an ASX Top 50 Company. Join the team at an exciting time in their evolution
- **Flexible - Work from home opportunity**:

- **The Voice of Customer (VOC) champion for the Endeavour Group**:

- **Help to turn data and insights into actions**

**About the Opportunity**

Oversee, optimise and leverage customer insight tools, to help embed evidence-based and customer-led
decision making across Endeavour Group.

Step change the VOC program, driving continuous improvement in how we listen and learn from our customers. Work with internal functions such as Marketing, Store Operations, Customer Hub, Endeavour X, Formats and Renewals to define what great service means across each of our customer touchpoints, and work with these teams to develop plans to achieve great service.

This opportunity is for a 12 month fixed-term contract.

**A day in the life of a Customer Experience Insights Manager at Endeavour**
- Data-mine our VOC responses for deep customer insights, to support strategic priorities and identify further opportunities to improve customer experience
- Communicate/share and present research insights effectively to the relevant stakeholders and provide advice and guidance to stakeholders within EGL on how those insights can be best utilised by the business
- Setting VOC targets, creating and overseeing engagement (automated reports, portal, app, competitions, etc.), identifying opportunities to improve customer experience; and use of insights across the business
- Day to day management of brand tracking program, including working with external research agency, understanding brand health trends, and reporting insights across the business
- Lead initiatives to evolve and improve brand health tracking, including data collection and synthesis, data visualisation, reporting, presentation, and embedding across our businesses. Ensure we are leveraging best practice research approaches
- Lead qualitative and quantitative market research projects as required, partnering with research agencies, managing relationships with internal and external stakeholders, and delivering results in response to business briefs
- Analyse, synthesise and triangulate learnings from multiple research and data sources, drawing strategic conclusions/implications and recommendations that are meaningful

**What you’ll need to succeed**
- Prior experience managing customer feedback programs, including technical knowledge of programme setup
- Experience in consumer market research (either client side or agency), including questionnaire design
- Ability to translate consumer research findings into actionable insights that can be understood by the business and utilised to guide decisions
- Strong verbal and written communication skills, including presentation and influencing Stakeholders
- Open, energetic and interested to work within drinks and retail
- We are focused on inclusion and diversity as Ways of Working. If you meet a number of the requirements (and not all), we encourage you to apply_.

**How will you be rewarded?**
- Everyday Rewards Card which gives you access to exclusive employee discounts across Woolworths, BIG W and Endeavour Group brands (BWS, Dan Murphy’s, etc) as well as discounts at our ALH Venues
- Training and development - we pride ourselves in helping you realise your potential and give you the opportunity to be innovative
- An exciting career - as our business grows, so do the opportunities for our people
- Headspace days - no meetings company wide
- Flexible working arrangements are encouraged and our norm

**Grow with Endeavour Group**

Endeavour Group comprises a diverse range of drinks and hospitality businesses including BWS, Dan Murphy’s, ALH Hotels and Pinnacle Drinks. We are focused on growing and transforming our businesses to meet the changing needs of customers and we’re driven by a culture that puts our customers and team first.

As an inclusive, team-first company, our people are at the core of everything we do. We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability or sexual orientation. At Endeavour Group we value flexibility, and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing

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