Voice of Customer Lead

Global employer who is recognised as an industry leader and innovator across ANZ
- Newly created role to drive the VoC program and support strategic outcomes
- Global employer who is recognised as an industry leader and innovator across ANZ
- Newly created role to drive the VoC program and support strategic outcomes
- Be responsible for the ongoing development and improvement of the Customer Feedback function and look to deliver a VoC platform across the business.

**About The Company**:
Our client is a global ASX100 employer who have operations spanning the globe. As an organisation they are committed to providing customers with the best experience possible whether that is in person or via digital channels.

Priding themselves on being at the forefront of digital innovation, our client continues to look for smarter and more effective ways to meet the ever changing demands on the consumer, which has led to the creation of this role.

**About The Role**:
Our client is embarking on a journey to enhance their voice of customer program and the Voice of Customer Lead will be responsible for analysis, recommendation, design and implementation of activity to allow the Customer Feedback team to better support the strategic objectives of the company and deliver positive outcomes for both customers and internal stakeholders.

The role will be responsible for the ongoing development and improvement of the Customer Feedback function and look to deliver a VoC platform across the business. The role will refine and enhance existing features, design, develop and implement new technical and analytical components to enable internal stakeholders from across the organisation to make effective, customer centric and data driven decisions. In addition, the Voice of Customer Lead will be responsible for increasing customer retention rates and being the custodian of the net promoter score (NPS).

**Key responsibilities**:

- Implement, manage, and develop the Voice of Customer function and platform.
- Responsibility of the Customer Feedback team including overall employee performance, response times and outcomes achieved.
- Organise and lead the 'closed-loop' feedback activities with the Customer Feedback team, both locally and the supporting offshore team.
- Develop and refine the Customer Feedback platform so it can support business activity and enable data driven, evidence-based decision making.
- Take accountability and ownership of the NPS score and identify opportunities and actions to improve NPS score.
- Maintain and enhance the VoC reporting tools to inform the associated departments of relevant customer experience data to support effective prioritisation and improve performance.
- Act as the primary technical contact point for VoC platform to troubleshoot issues, coordinate support activity and activate new features.
- Place the customer at the centre of all decision making.
- Work with stakeholders across the organisation to build understanding of customer behaviour and sentiment through their journey.
- Providing assistance on occasion to support the feedback team, and act as an escalation point when required.

**Desirable Skills and Experience**:

- Demonstrated experience in leading or implementing a Voice of Customer program and being an advocate for the customer.
- Experience working within a Voice of Customer team providing escalation management and identifying process improvement.
- Experience with Customer Experience platforms.
- Customer-centric mindset, always having the customer at the forefront and considering the impact on the customer of any and all decisions.
- Strong stakeholder engagement and relationship building, being able to foster a collaborative culture across senior and cross-functional stakeholders.
- Strong written and verbal communication skills, including presenting, workshop facilitation and report writing.
- A strategic thinker being able to identify ways to leverage customer feedback and tie it to key business metrics.

**What's On Offer**:

- Highly success-drive team environment
- Flexible working arrangements
- A supportive, diverse and inclusive team
- Experience in a global, ASX100 Listed Company