Customer Experience Insights Professional

6 days ago

Sydney, New South Wales, Australia beBeeInsights Full time $95,000 - $135,000

About the Role:

We are seeking a skilled Customer Experience Insights Professional to join our team. In this exciting opportunity, you will support the Voice of Customer Manager in raising stakeholders' awareness of and generating actionable insights from our VOC program.

The successful candidate will contribute positively to improving customer advocacy (NPS) and satisfaction (CSAT) by building relationships across the organization and engaging with various stakeholders to bring customer insights to life.

Key responsibilities include identifying opportunities to improve customer experience and delivering positive business outcomes such as customer growth and retention.

You will undertake robust analysis using necessary research methods and tools to translate quantitative & qualitative feedback into insight & emerging / continuing trends.

Additionally, you will investigate issues identified via the VOC program, determine root causes & recommend actions where appropriate.

Other key tasks include reviewing & testing data quality, resolving any data quality issues, and coaching junior VOC team members in generating actionable insights and presenting them effectively.

Requirements:

  • 5+ years' experience working within a CX transformation environment in a performance analyst role
  • Strong analytical skills, attention to detail, and effective communication
  • Process thinker with pattern recognition, ability to use and interpret data and trends
  • Comfort with structured and unstructured data analysis, sound judgement & commercial acumen
  • Personable nature and experience in understanding Customer Insights / VOC / NPS programs

Benefits:

This role offers the opportunity to work in a close-knit team and be part of a dynamic organization that is driving new and exciting ways to support customers' businesses.

The ideal candidate will have a degree in data analytics / statistics or a business-related field, as well as experience in Transport Logistics and advanced Microsoft Excel and PowerPoint skills.

Others:

Please note that we are looking for someone who is driven, passionate, organised, and tenacious, with a minimum of 5 years' experience working within a CX transformation environment in a performance analyst role.

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