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Customer Insights and Voice of the Customer Strategist

2 months ago

City of Monash, Australia DuluxGroup Full time

About the Role

We are seeking a highly skilled Customer Insights and Voice of the Customer Specialist to drive our customer experience improvement efforts at DuluxGroup. This role involves consolidating data sources, creating new Voice of the Customer surveys, and generating insights to address knowledge gaps across the customer journey.

As a key member of our team, you will be responsible for driving the customer experience agenda and delivering key insights and innovation projects for our paints business. This includes working closely with Brand, Innovation, Category, and Sales teams to advance all categories.

You will partner with external agencies to manage our continuous research programs, assess performance, and identify opportunities to enhance and refine our marketing strategies.

We're proud to represent market-leading, trusted brands and products, and we're looking for someone who shares that pride. If you're passionate about working alongside a talented team who share your enthusiasm and drive, we want to hear from you.

Responsibilities

  • Centralize and summarize all customer experience data from trade and retail businesses
  • Identify knowledge gaps and create or optimize research to address them
  • Analyze customer experience data to support strategic planning and address ad hoc requests
  • Coordinate the Dulux empathy program to enhance empathy skills and improve business decision-making
  • Deliver impactful consumer insights independently and with external agencies on key research programs

Requirements

  • Experience and passion for VoC, consumer insights, or market research roles
  • Strong skills in stakeholder management, influencing, and project handling
  • Proficient in qualitative and quantitative research, with expertise in data analysis tools like Q, SPSS, and Power BI
  • Excellent reporting skills, with a talent for insightful storytelling and experience managing online communities
  • Proven experience in running consumer empathy programs within fast-paced environments