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Strategic Customer Insights Manager
2 weeks ago
DoorDash is elevating its customer strategy in Australia and New Zealand, focusing on listening to customers, delivery partners, and merchants. The company aims to unify customer communications and insights into a single strategic function, driving meaningful change.
About the Role- This role involves 3 days of in-office work and 2 days of remote work.
- The ideal candidate will have 6+ years of experience in customer insights, customer experience strategy, or related roles in dynamic environments.
- They should be skilled in turning insight into business outcomes and have experience working with qualitative and quantitative data analysis.
- A cross-functional collaborator who can influence teams across Support, Product, Marketing, and Ops is required.
- The role entails designing and implementing a unified Voice of the Customer strategy across inbound and outbound channels.
The chosen candidate will report to the APAC Director, Strategy & Operations, and lead efforts to synthesise inbound and outbound customer communications, unify insights across support and marketing, and drive actionable outcomes across business verticals.
Key Responsibilities:- Design and implement a unified Voice of the Customer strategy across inbound (Support, Help) and outbound (Marketing) channels.
- Develop a single source of truth for customer insights reporting, aligning data to customer lifecycle and business impact.
- Work with Support, S&O, and vertical leads to transform feedback into actionable outcomes and improvement projects.
- Define and report on metrics that link feedback to operational, retention, and customer experience outcomes.
- Establish a clear comms strategy and feedback loop that closes the gap between insights and decision-making.
- Ensure that inbound insights inform outbound communication and vice versa, enhancing our holistic customer strategy.
- 6+ years of experience in customer insights, customer experience strategy, or related roles in dynamic, matrixed environments.
- Experience with qualitative and quantitative data analysis, and skilled in turning insight into business outcomes.
- Cross-functional collaborator who can influence teams across Support, Product, Marketing, and Ops.
- Comfortable building and owning programs end-to-end with limited precedent.
- Motivated by impact, love problem-solving, and thrive in a growth-focused culture.
