Manager of Customer Insights and Customer Experience

3 days ago

Box Hill, Australia The Y Victoria Full time

Drive Customer Insights and CX Staregy accross the Y Victoria
- Hybrid work arrangement; Box Hill Office and WFH
- This is a full-time position; Rem from $124k plus super


**About the Y Victoria**

Our Vision is a better tomorrow where all people can belong. With over 5,000 staff and volunteers, we deliver services at more than 150 locations every day, including: Children's Programs, Action Sports, Camps, Recreation, Youth Services and Kingswim.

Our Customer division is essential for engaging with our audience to deliver service line stories. This includes content creation, campaign strategy, market research and insights, digital projects, creative designs, social media presence, and supporting sales through lead generation and customer service.

**About the Opportunity**
- Ownership and development of an organisational customer strategy
- Ownership of customer-based insights (i.e voice of customer program, strategic research initiatives, external trends and insights)
- Develop and implement CX methodologies (for new and existing products) to strengthen our customer strategy across the business
- Provide leadership and support to the broader Customer Team

This position is full time, in a hybrid working model, working from home and our State Office in Box Hill. The remuneration for this role is up to $124,000 plus super, dependent on experience.

**About You**
- Relevant marketing experience in a similar field (customer, product, marketing and/or research)
- Demonstrated ability to achieve customer insight strategies and plans
- Project management, problem solving, strategic and change management skills
- Ability to build positive working relationships, both internally and externally
- Demonstrated strong oral and written communication skills

**Benefits**

At the Y Victoria, we value our people. Working for us means you’ll enjoy great work/life balance and a range of benefits which improve your wellbeing and help you develop as an individual, such as:

- Flexible working arrangements
- Opportunities for career development and growth
- Free access to gyms, recreation, and aquatics centres across the state
- Salary packaging via third party vendor

**How to Apply**

Y Victoria are proud to be a 2025 Circle Back Initiative Employer, we commit to respond to every applicant.

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