Head of Customer Insights

2 days ago

Melbourne, Australia Toll Group Full time

Company Description

**Job Description**:
Reporting to the Chief Corporate Affairs Officer, this is a new position that will be responsible for creating, launching and leading Toll’s Voice of the Customer program, including collecting customer insights and experiences and sharing these across the organisation.

The Head of Customers Insights will:

- Develop and implement Toll’s Voice of Customer insights program, including research design, project management, analysis, and insights delivery.
- Provide strategic and actionable insights to support business decisions across customer acquisition, retention, service, solutions, and experience.
- Identify and conduct research activities across Toll customer base.
- Develop organisational understanding of customer insights through regular meetings or other avenues for sharing and updating the organisation about customer insights.
- Build relationships across the divisions in order to distill customer insights and recommendations into streamlined narratives and dashboards.
- Work closely with customer teams to identify research topics and critical research questions, and build a research roadmap, including recruiting participants.

**Qualifications**:
With a Bachelors or Masters degree in Business, Economics, Psychology, Mathematics or Marketing, it is expected that you will also have:

- 10+ years in market research or customer experience / VoC roles.
- Highly data and measurement savvy, with demonstrable experience in statistics and modelling.
- A process thinker with pattern recognition - a high ability to use and interpret data and trends.
- Experience working in B2B environment preferred.
- Experience with a VoC feedback system & platform.
- Proficient in use of Excel, Access Database, statistical software, Word, PowerPoint, Outlook, etc.
- Strong communication skills, written & verbal - translating metrics into dashboards and actionable insights.
- High ability to use and interpret data and trends.

The role can be based in Melbourne or Singapore.

Additional Information
**Be Connected**

With a bold vision and innovative drive, join our 20,000 colleagues as we lead industry change and transform how customers best meet their global supply chain needs in a meaningful and sustainable way. There are countless opportunities to learn and make a real impact in shaping our industry’s future. Grow with diverse challenges amongst a friendly and inclusive global culture. Take pride in building relationships that matter, because being connected is at the centre of what makes Toll great - it’s what makes our possibilities endless.
- Toll embraces and celebrates a variety of cultures. We continue to build a business that reflects the values of equality, built on the knowledge and understanding that everyone is welcome including the First Nations Peoples and those of all ages, genders and abilities._

To be considered, you must be entitled to work in the specified country and be prepared to undertake pre-employment checks including a criminal history check and medical assessment.

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