Customer Insights and Voice of the Customer Strategist

2 weeks ago

Clayton South, Victoria, Australia Dulux Full time
About the Role

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

Key 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
Benefits
  • Opportunities to work flexibly at all stages of your career
  • Enjoy comprehensive, holistic health and well-being support, including our Wellbeing Hub and full EAP support
  • Let us cover the gap for you, employees with private health insurance extras cover can claim up to $1000 out of pocket gap costs annually
  • Give back to the communities in which we live and work, with our "Community Action Day" and other programs
  • Market leading Learning and Development initiatives and genuine career pathways to accelerate your growth
  • 20 weeks paid parental leave (primary carers) and 2 weeks paid partner leave available from the first day you start working with us
  • Feel truly valued through our employee recognition programs
  • Enjoy generous discounts on DuluxGroup products and through our corporate partnerships
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
About DuluxGroup

We are a global company with a 100+ year history, proud to represent market-leading, trusted brands and products. We foster a culture of inclusion, diversity, and flexibility, and prioritize your wellbeing and safety in everything we do. You'll work alongside people who value your unique perspectives and contributions.

We believe in the power to 'Imagine a better place', and we want you to be a part of it. Join us and be part of our growth trajectory as we continue to expand our business globally and innovate in our industry.

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