Customer Experience Strategist

1 month ago


Richmond, Australia Australia Post Full time
About the Opportunity

We're seeking a seasoned Customer Advocacy Manager to join our team at Australia Post. As a key member of our Customer Insights function, you'll play a critical role in enhancing customer experience and driving business decisions that support our strategic objectives.

The successful candidate will be responsible for managing our Customer Experience program, including customer feedback collection, analysis, and feedback loops across the Enterprise. You'll work collaboratively with peers to provide a customer's perspective, supporting effective and customer-driven business decisions.

Key responsibilities will include:

  • Executing and managing inner and outer feedback loops to provide insights that support business decisions
  • Designing and managing program uplifts informed by customer data, including A/B testing and trials
  • Delivering insights to contribute to the development of holistic and segmented customer strategies for the Marketing function

We're looking for someone with significant experience in market research or customer insights roles within large and complex organisations. You'll need excellent communication skills, with the ability to build strong relationships at all levels of the organisation.

Key skills and experience include:

  • Ability to translate complex business needs into insights questions and objectives
  • Ability to prioritise workloads and work under pressure to tight deadlines
  • Experience managing team contributors and supporting people learning and development
  • Experience with CX-specific software or platforms (InMoment, Qualitrics)

We're committed to delivering on our values of Trust, Inclusivity, Empowerment, and Safety every day. We're proud to be an inclusive workplace for people from all walks of life and encourage applications from diverse backgrounds.



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