
Customer Insights
1 day ago
Organon is a Women’s Health Company that believes in a better and healthier every day for every woman We are a passionate, global community of thousands dedicated to redefining the future of women’s health. Our mission is to deliver impactful medicines and solutions for a healthier every day. But what really makes it work at Organon is our people.
We’re looking for real, passionate team players, curious innovators, forward thinkers, empowered by the idea of shaping their career, and ready to bring their fire to embrace change and the opportunities it brings for progress.
At Organon, you’ll get to enjoy the best of both worlds: the open, agile, collaborative culture of a start-up, and operating at the scale of a Fortune 500 company with an international footprint that serves people in more than 140 markets.
It’s going to be an exciting future—come be a part of it
**THE OPPORTUNITY**
**Overview**:
This position will deliver a voice of customer program for Organon ANZ and lead related customer listening initiatives. The role spans responsibility for developing the strategy, managing the infrastructure development and organizational implementation of the voice of customer program (VoC). The role is well suited to a strategic and creative thinker with a passion for insight led transformation.
At Organon, our work contributes to improving the health of women in our lives and the broader community. As part of the ANZ team, you will be helping provide patients with affordable alternatives to life-changing medications.
**Primary Responsibilities**:
You will partner with stakeholders at all levels of the business to understand current state and future ambition for their business, their defined customer base and establish a program that delivers actionable insights from which we can continuously improve.
You will lead the strategy development for the VOC program In addition, you will lead the projects infrastructure development partnering with the data and Insights team on the build and ultimately lead the programs implementation including associated change management initiatives.
In addition, you will partner with the Customer Experience Lead in developing tools and artifacts for brand stakeholders, and for Organon digital experiences, such as customer journey maps, experience design and customer personas to drive improved customer insight and experience.
You will work in close collaboration with the broader Customer Experience team in building a 'customer first' mindset across the Organon business. This will be achieved several ways, including your contribution to strategic planning processes, a curiosity driven outside in knowledge transfer and collaboration within the CX team to ensure the services provided deliver and end to end experience. Ultimately you will be key in allowing the broader Organon team to get closer to their customer.
**Tasks**:
- Lead the development of the Voice of customer (VOC) strategy and framework, working closely with relevant stakeholders to ensure this drives key metrics forward, in alignment with the organizational objectives.
- Lead the project and relevant stakeholders in the planning and development of the infrastructure / tools to facilitate the program with (Commercial team, Data and Analytics team, the Digital Marketing Operations Specialist as well as the Business Technology team).
- Drive the adoption of VOC data, reports, and tools across the organization through strong stakeholder engagement which support the strategy and focuses the conversation on the customer.
- Work with stakeholders ongoing in identifying drivers of customer satisfaction and identifying areas of opportunity aligned with the business strategic objectives, partner with stakeholders to develop action plans based on insights.
- Analyze the VoC data to identify and remove customer pain points/frictions that may cause churn and impact their experience.
- Lead and facilitate customer/stakeholder insight and design forums.
- Ownership of the NPS score and accountability to work with stakeholders on identifying opportunities and actions to improve
- Develop or lead the partnership to develop customer surveys within the VOC platform including survey design, distribution, and reporting of insights to the business.
- Work in partnership with the Data and Analytics team and the Customer Experience Lead to develop a customer experience ROI model
- Evaluating customer trends that could impact our business, providing outside in insights to business stakeholders.
- Partner with the Customer Experience Lead in developing tools and artifacts for brand stakeholders, and for Organon digital experiences, such as customer journey maps and personas to drive improved customer insight and experience.
- Be an influencer to on the needs of our customers to help us fulfill our mission of being here for her health.
**Competencies**:
- Proficient skills in questionnaire design to create surveys internally,
-
Customer Insights
1 week ago
Macquarie Park, Australia Organon Full timeOrganon is a Women’s Health Company that believes in a better and healthier every day for every woman! We are a passionate, global community of thousands dedicated to redefining the future of women’s health. Our mission is to deliver impactful medicines and solutions for a healthier every day. But what really makes it work at Organon is our...
-
Go to Market Manager- Customer Insights
1 week ago
Macquarie Park, Australia Wolters Kluwer Full timeJob Summary This role supports the Senior Commercial Manager in driving go-to-market strategies that are deeply rooted in customer insight and behavioural evidence. Responsibilities: Customer Insight Gathering - Support the collection and organisation of customer insights through research, feedback, and data analysis. - Help identify what drives customer...
-
Strategic Analytics
1 day ago
Macquarie Park, Australia Evans Petersen Healthcare Full time**The Opportunity** Our client is a global eyecare company with a strong consumer and surgical portfolio that is at the forefront of everything they do. They are a market-leading company that delivers innovative technology and new ways of engaging with Healthcare Professionals and patients. **The Role** This is a newly created permanent role that is...
-
Market Insights Lead
2 weeks ago
Osborne Park, Australia Racing and Wagering Western Australia Full time**Company Description**: **About Us** TABtouch is embarking on a mission to revolutionise the digital entertainment industry. As we expand, we’re searching for new team members who possess a passion for innovation and change. You’ll have the opportunity to work with cutting-edge technology and solve complex problems in a fast-paced environment. We...
-
Customer Success Manager
3 days ago
Macquarie Park, Australia Wolters Kluwer Full timeJob Summary As a Customer Success Manager, you will deep dive into customer needs while retaining, re-engaging and growing the customers. Your growing understanding of our products and services will enhance customer satisfaction, and you will have increased authority to negotiate service terms. We are looking for an experienced Customer Success Specialist...
-
Customer Facing Excellence Lead
2 weeks ago
Macquarie Park, Australia Biogen Full time**Job Description**: **About This Role** Reporting into the Head of Strategy and Operational Excellence, this newly created role will be responsible for driving the effectiveness of Biogen’s customer facing teams, both Commercial and Medical, through a combination of strategic customer planning, technology advancement, process improvement, and...
-
Customer Success Advisor
3 days ago
Macquarie Park, Australia Wolters Kluwer Full timeJob Summary The Customer Success Associate (CSA) is responsible for building and maintaining post sales strategic relationships with Enablon assigned accounts. This role will serve as a trusted advisor to accounts in complex industries, providing strategic vision, technical insights, and domain knowledge to ensure customer success and system adoption. It...
-
Market Insight Specialist
1 week ago
Chirnside Park, Australia ITW Full time**“**_Together We Explore_**”** - It's not every day you find a place that gives you the opportunity to build a career as individual as you. At ITW, anything is possible. We're looking for self-starters, driven people who are curious about the world and always looking for ways to add value and make continuous improvements. Our success comes from our...
-
Customer Success Manager
1 day ago
Macquarie Park, Australia Sofico Full timeOverview Location Macquarie Park, New South Wales, Australia Department Sales The Role Relational Development In this role, you will foster strong relationships with customers at all levels, ensuring their strategic and operational goals are aligned. You will conduct regular meetings to review progress, address challenges, and plan future actions....
-
Customer Care Manager Anz
1 week ago
Macquarie Park, Australia LifeHealthcare Full timeNew position for leading independent Medical Technology distributor - Pivotal time for a leader to join our transforming organisation - Hybrid role managing Customer Care Teams across Australia and New Zealand At LifeHealthcare we believe Australian and New Zealand healthcare professionals and patients should have access to world-leading medical devices,...