Head of Customer Experience

**What’s the role?**

In this role you will lead the highly experienced CX and Data and Insights teams. The teams currently work across our BAU business of News Xtend, as well as developing the entire CX and VOC function for our new Platform business.
- Develop and implement a CX centre of excellence model for the business
- Lead the experience design of the platform
- Develop the VOC program and framework for the new platform business
- Oversee the management of the VOC program and all other client satisfaction related surveys across the B2B business
- Oversee the management of the reporting process and present insights and opportunities to the business
- Continuous improvement and development of the VOC program to ensure it is best in class
- Work closely with the platform business team to prioritise customer feedback and implementation of insights into the platform build.
- Build, launch and oversee management of customer research panel including the development of client engagement strategy and insight share backs with stakeholders
- Develop and facilitate research activities (quant and qual)
- Manage data and insights reporting and automation team
- Advocate and agitate for a customer-first approach to the strategy and delivery of the platform.

**Who are you?**
- Demonstrated experience in an insights or a CX role
- Analytical skills and experience in synthesising customer data to create insights
- A deep understanding of best practice methodologies in research, insights and data collection
- Experience leading both Quantitative and Qualitative studies
- Experience with a SAAS research platform (InMoment, Qualtrics, Medallia)
- Experience in managing a customer panel
- Excellent communication and influencing skills.
- Excellent writing skills, able to produce and finalise complex documents
- Superior attention to detail
- Project management skills
- A passion for a customer first approach and helping the business understand customers needs.

**News Benefits**

News Benefits is our way of saying thank you to our people for their valued contribution to News, our audiences, clients and communities. Thanking them for the great things they do daily, for the greater good of Australia. Our benefits include:

- ** Exclusively ours** - Access to publications and products from across the News Corp family
- ** Health & wellbeing** - Advice, support and facilities for healthy minds and bodies (including an onsite gym at our Adelaide, Brisbane & Sydney offices)
- ** Time off**:

- News offers a range of leave options to support your personal needs and moments that matter in life: Parental leave, Birthday leave, Volunteer leave, Career break and Compassionate leave.
- ** Helping you grow** - Development opportunities (including diversity and inclusion - focused education series) and recognition
- ** Financial wellbeing** - Support on making the most of your money
- ** Perks & discounts** - Exclusive offers across a range of products and services
- ** Giving back** - Make a difference to our communities
- ** Inclusive workplace benefits & facilities** - join an employee resource group, get access to multi-faith quiet rooms or utilise our parents rooms

**Who are we?**

We are Australia’s number one and most influential media organisation with more than 150 prestige brands across news, sport and lifestyle. Each month more than 17 million Australians choose to consume news and information from our digital and print products - more than any other media group in Australia.

**What do I do next?**
- We know that diversity strengthens our teams and newsrooms as we seek to tell stories that represent the diverse communities of Australia that we serve. Our people make us unique and we all have a story. We encourage people of all ages, backgrounds, races, cultures, religions, sexual orientations, abilities and gender identities to apply. Inclusion is important to us and we want everyone at News to bring their whole-selves to work. If you require any accommodations or adjustments throughout the recruitment process, or would like to outline which pronouns you prefer, please feel free to let us know._