Client Insights Manager

Esri Australia is the exclusive local distributor of Esri's world-leading Geographic Information System (GIS) software and a key member of the Boustead Geospatial Group (BGG)—the largest network of ArcGIS specialists outside the United States.

Our cutting-edge geospatial (location-based) technology is transforming the way we work, live, and interact with the world, helping shape a better future. As we continue to grow and evolve, we’re looking for exceptional talent to drive our mission forward.

**About the Role**

At Boustead Geospatial Group, we believe that an exceptional client experience (CX) is at the core of everything we do. Our goal is to engage the market in a way that builds lifetime clients, ensuring every interaction adds value.

We are seeking a passionate and strategic Voice of Customer (VoC) Manager to lead and implement our VoC strategy and program. In this role, you will drive meaningful insights that enhance the client experience, increase retention, accelerate adoption, and build advocacy—ultimately contributing to sustainable business growth.

Key Responsibilities
- Design, implement, and manage a Voice of Customer program that generates actionable insights, driving business decisions and client value creation.
- Develop and maintain feedback loops and reporting mechanisms that inform product innovation, service enhancements, and operational improvements.
- Collaborate with senior leaders and cross-functional teams to translate client feedback into business transformation initiatives.
- Use qualitative and quantitative research methods to structure surveys effectively and interpret results accurately.
- Clearly communicate insights and recommendations to stakeholders, senior leaders, and operational teams, reinforcing the impact of a customer-centric approach.
- Work with internal teams to map customer journeys, overlay insights, and refine key touchpoints that enhance client interactions.

**About You**

We are looking for a strategic thinker with a passion for client insights, research, and customer experience strategies. You thrive in a fast-paced, dynamic environment and have the ability to drive transformational change across an organisation.

You will bring:

- Extensive experience in strategic research, customer strategy, customer experience (CX), marketing, or a senior operational role.
- Proven expertise in establishing and managing a VoC function across multiple business units.
- Advanced analytical skills with the ability to interpret customer data, identify trends, and generate meaningful insights.
- Proficiency in surveys, EDM, and data analysis tools, including Power BI.
- Experience working with customer feedback platforms such as Salesforce, Qualtrics, or Medallia.
- A strong customer-centric mindset, ensuring insights lead to real improvements in client satisfaction and loyalty.
- Exceptional communication and storytelling skills, with the ability to influence and engage stakeholders at all levels.
- A collaborative approach, working both independently and as part of a senior leadership team.
- A tertiary qualification in Business, Technology, Information Systems, CX/UX Design, or a related discipline.
- Full permanent working rights in Australia.

At Esri Australia, we are committed to innovation, excellence, and creating real client value. If you’re ready to lead a high-impact, insight-driven role that shapes the future of customer experience, we’d love to hear from you.

**Why Esri Australia?**

At Esri Australia, we foster an inclusive, people-centric environment that values both professional excellence and personal well-being. Joining us, you will be provided with:

- ** Empowered Flexibility**: We offer flexible work arrangements to promote work-life balance. New employees are required to attend their local office full-time for the first two weeks to ensure a comprehensive onboarding experience before agreeing to a hybrid model.
- ** Investment in your Growth**: Access dedicated training and development programs, allowing you to continuously upskill and grow in your role.
- ** Career Advancement**: We promote internal mobility, and provide clear pathways for career progression, empowering you to navigate and elevate your professional journey.
- ** Appreciation and Engagement**: Enjoy a range of benefits, including Paid Parental Leave, Employee Reward Gateway, Salary Continuance Insurance, Referral Spotter Fees, Staff Awards, Engaging Events, and much more.
- ** Performance Recognition**: Experience a financially rewarding Profit Share Bonus.
- We are a 2025 Circle Back Initiative Employer - we commit to respond to every applicant._

**Please note that Esri Australia does not accept unsolicited resumes from recruiters or employment agencies.**

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