Customer Experience Specialist

3 days ago

Melbourne, Victoria, Australia Keegan Adams Recruitment Full time
{"title": "Voice of Customer Specialist", "description": "Enhance Customer Experience with Keegan Adams Recruitment

We are seeking a skilled Voice of Customer Specialist to join our team at Keegan Adams Recruitment. As a key member of our Customer Experience and Insights team, you will play a crucial role in gathering, analyzing, and acting on customer feedback to optimize the customer experience.

Key Responsibilities:
  • Establish and manage the Voice of Customer program, championing the customer's voice across the organization.
  • Utilize customer experience platforms to design, implement, and execute surveys, managing and reporting feedback effectively.
  • Analyze customer data to identify trends, areas for improvement, and actionable insights to enhance the customer experience.
  • Collaborate with cross-functional teams to develop and execute strategies, integrating feedback into business strategies and operational improvements.
  • Prepare and present reports on customer feedback and VoC program outcomes to stakeholders to inform strategic decisions.
Requirements:
  • Proven experience in managing Voice of Customer or Customer Experience programs.
  • Proficiency with customer experience platforms, with experience with Qualtrics being essential.
  • Strong analytical skills with the ability to interpret complex data and provide actionable insights.
  • Experience in reporting on customer data and collaborating with cross-functional teams to inform retention activities and experience enhancements.

We offer a competitive salary package, flexible working arrangements, and the opportunity to work with a leading organization committed to prioritizing its members. If you are passionate about enhancing customer experience and have 3+ years' experience in managing customer feedback programs, we would love to hear from you.

", "lang_code": "en"}

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