Voice of Customer

5 days ago

Camberwell, Australia Australian Pharmaceutical Industries Full time

Australian Pharmaceutical Industries Limited (API) is one of Australia's leading pharmaceutical distributors and fastest growing health and beauty retailers. As a Wesfarmers business, API is the parent company of Priceline Pharmacy, Soul Pattinson Chemist, Pharmacist Advice and Clear Skincare Clinics. Our services include wholesale product delivery, retail services, marketing programs and business advisory services.

**The responsibilities for this role include, but are not limited to**:

- Building a 'customer first' mindset and helping the API team get 'closer to the customer
- Develop the Voice of customer (VOC) strategy and framework, working closely with stakeholders to ensure this drives key metrics forward
- Drive the adoption of VOC data, reports, and tools across the organization
- Implement the Voice of Customer program that support the strategy and focuses the conversation on the customer
- Lead customer/partner experience forums
- dashboard
- Ownership of the NPS score and accountability to work with stakeholders on identifying opportunities and actions to improve
- Administration of NPS and Customer Satisfaction Surveys within the VOC platform including survey design (questions), distribution, and reporting of insights from the insights team to the business and research requests
- Be an influencer to API Business Brands on the needs of our customers including Priceline, Clear Skincare Clinics, Healthcare Services and Consumer Brands

- Experience in implementing Voice of Customer platforms
- Demonstrated experience in leading a Voice of Customer programs and being an advocate for the customer
- Experience in designing, managing, and delivering customer surveys
- Skills understanding customer segmentation, personas, and customer groups
- A growth mindset and natural curiosity, particularly a habit of staying up to date on the latest analytical techniques and customer experience research methodologies
- Ability to effectively manage multiple projects while working under pressure
- A strategic thinker being able to identify ways to leverage customer feedback and tie it to key business metrics
- 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

**Education/Experience:
- Tertiary qualification (Business, Research, Design, Psychology, Service Design, Experience Design, or related field)

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