Customer Insights Lead

**At CSR, we're building a better future together.**

We are a team of 2,600 people across Australia and New Zealand, and we are all collaborating every single day towards a shared purpose - 'Building solutions for a better future'. As a leading Australian Manufacturing business, we're at the forefront of developing innovative, sustainable, and high performing building products and systems.

At CSR, we put people first. We are committed to creating a safe, respectful, supportive, and inclusive working environment that enables everyone to feel valued, grow and truly thrive. We are committed to providing equal opportunity for everyone and welcoming people of all backgrounds, identities, experiences, abilities,**and life stage.

**Are you driven by the power of customer feedback to shape business strategy? Do you thrive in environments where data meets empathy, and insights lead to action?**

**About the role**:
CSR are looking for a **Customer Insights Lead** to take ownership of our Net Promoter Score (NPS) program and champion the voice of the customer across every touchpoint to be based out of out **North Ryde**, **Yarraville** or **Scoresby** site.

This is a strategic and hands-on role for someone who can blend analytical rigour with storytelling, and influence change across diverse teams. You'll be the central force behind how we listen to our customers, interpret their feedback, and embed those insights into the way we operate, innovate, and grow.

**Key Responsibilities**
- **Design and own the enterprise-wide NPS framework**, covering both transactional and relationship-based feedback programs.
- **Map the customer journey** to identify critical feedback moments and ensure surveys are targeted, timely, and relevant.
- **Develop and manage survey processes** that drive high engagement and data integrity, using platforms like Medallia, Qualtrics, or SurveyMonkey.
- **Establish governance protocols** to ensure consistency in survey deployment, data handling, and reporting.
- **Integrate NPS into business rhythms**, including planning, performance reviews, and operational dashboards.
- **Continuously evolve the program**, bringing in CX best practices, new technologies, and innovative methodologies.

**What You'll Bring**
- Exceptional communication and storytelling skills (written and verbal)
- Strong customer empathy and a passion for improving experiences
- Ability to influence and collaborate across functions and seniority levels
- Comfort with data dashboards, survey platforms, and CRM/CX tools
- Strong analytical and critical thinking capabilities
- Proven project management and prioritisation skills
- 5+ years' experience in customer experience, marketing insights, or service excellence
- Hands-on experience with NPS or Voice of Customer programs
- Familiarity with tools like Medallia, Qualtrics, SurveyMonkey, or CRM platforms
- Tertiary qualifications in business, marketing, analytics or a related field

**What we offer**

We strive to support your professional and personal growth. Here are some of the perks you'll enjoy as part of the CSR team:

- **Supportive and collaborative culture** that fosters innovation and inclusion. You'll be surrounded by talented colleagues who are passionate about their work and committed to helping each other succeed.
- **Care and wellbeing offer** includes up to 14 weeks of paid parental leave, 52 weeks of superannuation payment, and access to an employee assistance program.
- **Rewarding career** with on-the-job learning, development, and upskilling opportunities within and across our brands

**How to Apply**: