Customer Experience Manager

**Company Description**
SquareTrade was founded in 1999 in Silicon Valley and was a unicorn start-up before being acquired by Allstate insurance, a Fortune 100 company and one of the USA’s largest insurance companies, for $1.4bn in 2017.
SquareTrade is the fastest growing company of its kind. We’re revolutionizing a $30b industry with service innovation and attention to customer satisfaction. We have more than 100m customers and partner with some of the largest, most sophisticated retailers and carriers in the world (JB Hi-Fi, The Good Guys, Walmart, Target, Amazon, Costco, and T-Mobile to name a few).
We are growing at 25% to 100% per year and consistently winning industry awards, and have received tens of thousands of 5-star reviewsand we’re just getting started. SquareTrade has headquarters in Melbourne, San Francisco, London and Tokyo.

Reporting to the Head of Customer Operations, this role is responsible for leading the Voice of Customer (VoC) program to enhance customer experience and satisfaction driving a culture of customer excellence within the organisation.

**RESPONSIBILITIES**:
Manage the VoC function including the day-to-day management of tasks, includes being ultimately responsible for the complaint management process and ensuring customer feedback is captured adequately.
- Maintain the internal complaint handling log and complaint procedures including the biannual ASIC Internal Dispute Resolution report submission.
- Responsible for providing timely investigation and responses to formal customer complaints and feedback from industry regulator AFCA and other channels. Including the escalation of feedback to the SquareTrade senior leadership team to ensure the right outcomes are achieved for customers.
- Management of any issues flagged to SquareTrade head office team via retail partners.

Business owner of the SquareTrade CSAT and NPS program powered by Qualtrics. This task requires the person to:

- Draw insights from comments, complaints, and feedback from the Qualtrics survey program to understand the wants and needs of the customer. Generate and maintain reports for business stakeholders detailing insights into customer experience, trends, and issues.
- Feel comfortable ‘getting under the hood’ of the Qualtrics platform to optimize survey performance and troubleshoot any issues with data flows.
- Establish robust mechanisms to gain customer feedback on interactions with our transactional touchpoints and customer service team outside of Qualtrics to monitor and assess the quality of customer interactions to ensure SquareTrade is elevating the customer voice in the delivery of services.
- Initiate and lead to implementation process improvement projects address pain points and the moments that matter across the customer journeys (claims process, repair process etc.)
- Development of the customer experience complaints and issues reporting. This role is responsible for the creation of reports and presentations for monthly, quarterly and yearly reviews related to customer interactions with SquareTrade.

**Qualifications** YOU'RE A GREAT CANDIDATE IF YOU HAVE**:

- Exceptional communication skills and the ability to communicate appropriately at all levels of the organization; this includes written and verbal communications as well as visualisations.
- Ability to manage competing expectations and priorities in a harmonious manner while ensuring business strategic initiatives are met.
- Proven experience in customer data analysis to identify trends and generate insightful reporting. Advanced knowledge of Microsoft Excel, with the ability to use formulae, functions and other features to interrogate and analyse large volumes of data and produce insights and reporting.
- Knowledge of feedback survey and data analysis tools including Qualtrics, Salesforce Service Cloud and PowerBI (ideal).
- Effectively manage and engage key stakeholders at all levels including senior leadership level.
- Proven experience building strong customer relationships and efficiently communicating internal and external voices.
- Strong situational analysis and decision-making abilities.
- Self-starting with excellent personal time management and prioritisation skills.
- Knowledge hungry - keen to stay updated on best practices, trends, and technologies in customer service and experience across retail, personal technology and insurance sectors.

**QUALIFICATIONS**:

- Tertiary qualification or equivalent in Business, Communications, CX / UX design or a related disciplines are ideal.
- Minium 5 years experience in customer experience management and or customer insights roles required

**Additional Information** We are an Equal Opportunity Employer**:
**Background Screening Requirements**: