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Voice of Customer Manager

2 weeks ago

Newcastle, Australia nib health funds Full time

Let’s talk about this role

As the Voice of Customer (VOC) Manager, you will support our customers and frontline teams in managing customer feedback, customer insights and complex customer complaints.

This will involve leading the implementation and operation of our VOC and customer insights research program. In addition, you will also lead the Customer Resolutions Team, a team that acts as a role model for all customer related issues that require escalation, while successfully balancing customer and commercial considerations in the resolution of all customer concerns.

As a people leader, this role will also provide effective leadership, guidance, mentoring and coaching to a team of customer focused individuals.

Championing a culture of customer centricity within the organisation by amplifying the Voice of the Customer, common areas for improvement and ensuring stakeholders have a clear understanding of how the customer thinks, feels and behaves to support the delivery of strategic initiatives.

Let’s talk about you

To succeed in this position, you’ll need strong skills in customer experience, research, and data analysis. You’ll be responsible for running the VOC and customer insights program, turning feedback into clear, actionable insights that inform business decisions.

You’ll also lead the Customer Resolutions Team, managing complex complaints with empathy and professionalism while balancing customer and commercial needs. Excellent communication, problem-solving, and stakeholder management skills are essential.

As a people leader, you’ll coach and guide a team of customer-focused professionals, fostering a supportive, high-performance culture. A strong customer-centric mindset is key, helping to embed the voice of the customer into strategy and continuous improvement efforts across the organisation.

Furthermore, we’re looking for:
- 5+ years’ experience in a similar or related role- Proven strategic design capability- Change management experience- Excellent organisational skills, strong attention to detail and ability to effectively manage and deliver multiple projects- Ability to challenge the status quo and influence others

Let’s talk about who we are

The nib Group has a mission and vision of people enjoying better health. Through our success, we aspire to more prosperous and sustainable communities, not only the creation of enterprise value. nib is a trusted health partner, helping members and travellers make more informed healthcare decisions, transact with healthcare systems and generally live healthier lives.

We're looking for people who share this passion and want to be a part of a team that has the appetite and ambition to be extraordinary. Extraordinary comes in different perspectives and experiences. We're committed to an environment where everyone has the autonomy and freedom to be their authentic selves, every day.

Let’s talk about diversity, equity and inclusion

Let’s talk about working at nib

Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. We make a commitment to come together with purpose and are excited to share moments that matter with one another. Our Hubs are purpose built to support focused work, connection, and collaboration with peers. We offer a new starter benefit to help set up a functional home workspace. At nib, we’re committed to creating a flexible working environment where you’re free to be you.

Other benefits to support you at work (and play) include:
- Generous discounts on nib health and travel insurance products including 50% discount on employee health insurance- The opportunity to give back to the community through paid leave for volunteering through nib Foundation- Support _your better health _- whatever that looks for you - through our nib Well Program and corporate fitness discounts- Access to our employee share plans, short-term incentive program and life and salary continuance insurance benefits- Benefits to support our diverse workforce with 18 weeks paid parental leave for all new parents regardless of carer status, 5 days paid cultural leave for First Nations peoples and 4 weeks paid gender affirmation leave for trans, gender diverse and intersex employees

The fine print

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.

We acknowledge Aboriginal and Torres Strait Islander peoples as the Traditional Custodians of the lands where we live, learn and work.