Voice of Customer Program Manager

3 weeks ago

West Melbourne, Australia Australian Red Cross Lifeblood Full time

Lead and enhance the Donor Experience Voice of Customer program
- Champion a customer-centric culture at Lifeblood
- $120k - $130k + Superannuation + Salary Packaging

**Discover life-giving possibilities**
Lifeblood is more than just a job or a career, it’s an opportunity to be part of something that matters. As an organisation, our purpose is simple: to give life. Together, we want to help you build a fulfilling career with Lifeblood.

**About the role**

The Voice of Customer Program Manager will design and manage the Donor Experience program for capturing and analysing customer feedback to drive customer-centric improvements.

This role ensures customer insights are communicated effectively to key stakeholders, fostering a customer-centric culture and enhancing overall satisfaction. You will own the Donor Experience business unit’s Voice of Customer program and aligning efforts with Customer Experience (CX) focus areas.

Sound interesting? Here’s what we’re looking for:

- Demonstrated experience in building and delivering Voice of Customer programs in a dynamic working environment.
- Proficiency with customer experience platforms.
- Strong analytical skills in Excel with the ability to interpret complex data and provide actionable insights.
- Excellent written and verbal communication skills, with the ability to engage and present effectively to senior stakeholders.
- Proven ability to make informed decisions, demonstrate customer empathy, and drive data-backed decisions.
- Customer Experience qualifications would be advantageous.
- Project Management experience.

This is a permanent full-time opportunity with a hybrid working environment. Lifeblood is proud to accommodate flexible working and we are open to conversations around what this means to you.

**Thrive in a diverse culture that cares for your wellbeing**
We’re a diverse and inclusive bunch. We’re proud to foster an environment where all people can come together to achieve their very best. Whether it’s workplace safety or work/life balance, we look after our employees’ varying needs. As part of the Lifeblood team, you’ll have access to a generous salary packaging program, plus a great range of rewards like discounts on insurance, groceries, food & beverage, department stores, travel, and more.

**Next steps**

If selected, you’ll be required to complete a few background checks and we’ll help you through this process.

If you require any adjustments during the recruitment process, please reach out to us.

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