Strategic Customer Insights Manager

2 weeks ago

Australia beBeeCustomer Full time $90,000 - $120,000
Customer Experience Manager

We are seeking an experienced professional to join our team as a Customer Experience Manager. This role will involve leading and managing customer experience programs, identifying opportunities for improvement, testing and implementing solutions, leveraging data for insight, and engaging stakeholders effectively.

  • Job Summary: Lead and manage customer experience initiatives to deliver seamless and impactful customer experiences.

In this role, you will work closely with stakeholders to uncover and diagnose the root causes of challenges affecting customer experience. You will design, test, and implement scalable initiatives that enhance the customer experience, leveraging data at all levels to drive evidence-based improvements.

  • Key Responsibilities:
  • Drive and manage CX programs: Oversee the planning, coordination, and execution of customer experience initiatives, ensuring programs are delivered on time, aligned to objectives, and effectively communicated across teams.
  • Identify opportunities for improvement: Collaborate with stakeholders to uncover and diagnose the root causes of challenges affecting customer experience.
  • Test and implement solutions: Work cross-functionally to design, test, and implement scalable initiatives that enhance the customer experience.
  • Leverage data for insight: Confidently query and interpret data at the appropriate level of detail, partnering with analytics experts across the organisation to drive evidence-based improvements.
  • Engage stakeholders effectively: Act as a strong cross-functional partner by clearly articulating recommendations, trade-offs, and implications of customer experience initiatives.
  • Own BAU work streams: Own and maintain regular reporting processes (e.g. dashboards, performance tracking), ensuring stakeholders have timely and reliable access to customer experience metrics and trends.

The Ideal Candidate Will Bring:

  • Consulting or in-house strategy/data & analytics experience
  • A true passion for data as advanced analytics skills or SQL are required
  • Strong communication and stakeholder management skills
  • Comfort with ambiguity and vague problem solving
  • Curiosity, a growth mindset and willingness to learn in a fast-paced environment

Preferred Qualifications:

  • Proven ability to synthesise complex data into clear, actionable insights that influence business decisions
  • Proven ability to connect customer data with broader business goals, driving measurable outcomes
  • Experience with hypothesis testing is a plus
  • Familiarity with dashboard or data visualisation tools to communicate insights effectively

About Us:

We are dedicated to delivering seamless and impactful customer experiences through considered policy development and enhancement, product launches, automation, and strategic initiatives.

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