Customer Insights Manager

1 week ago

Brisbane, Queensland, Australia Swyftx Full time $90,000 - $120,000 per year
At Swyftx, we're not just building a fintech scaleup - we're redefining the future of Australia's digital currency industry and its integration with traditional finance. With over 800,000 users and ambitious international expansion plans, we thrive in a fast-paced, ever-evolving environment where adaptability and strategic thinking are essential.

As our Customer Insights Manager, you'll lead a best-in-class customer insights program, owning how we gather, interpret and act on customer feedback. Through omnichannel feedback including surveys, external reviews, support interactions and sentiment analysis, you'll turn what our customers are telling us into clear, actionable recommendations that shape decisions across Product, Support, Growth and beyond.

This is a high-impact, cross-functional role with strong visibility across the business. Your work will directly influence our customer experience, and you'll be able to see the real impact of your work every day.

Please note this is a Brisbane based role, and we have hybrid working, with two days per week in our beautiful Milton office. Please specify in your application if you are willing to re-locate to Brisbane.

Some of your key responsibilities in this role will include:

  • Design and deliver a best-in-class customer insights program, with a focus on omnichannel feedback collection, insight reporting and feedback-to-action processes that drive business impact and set us apart in the industry.
  • Build and maintain customer insights dashboards and lead regular reporting cadences for executive and cross-functional partners.
  • Translate qualitative and quantitative feedback into evidence-based recommendations that shape roadmaps and priorities.
  • Collaborate with Product, Customer Support, Data and Growth teams to embed customer insights into planning and execution.
  • Track and report on the outcomes of Voice of Customer initiatives, ensuring feedback loops are closed and improvements are measurable.
  • Own and optimise customer insight tools, including Qualtrics, managing survey setup, theme categorisation, and feedback tagging to ensure insights are structured, scalable and easy to report on.
  • Work with technical teams to scope and implement new data points, improve data flows, and ensure feedback is consistently captured across channels.
To be successful you will have:
  • Proven experience leading customer-insights, Voice of the Customer or CX programs in a growth-focused business.
  • Hands-on expertise with Qualtrics, including sentiment analysis and best-practice survey methodology. Please provide examples of how you have used Qualtrics in previous roles in your cover letter.
  • Strong analytical ability across structured and unstructured data sources – you're confident conducting analysis and using data tools independently to explore themes, uncover trends and identify actionable insights.
  • A deeply customer-centric mindset - you care about what matters to our customers, curious about their 'why', empathetic to their challenges, and driven to turn feedback into meaningful improvements.
  • Strategic thinking and strong storytelling skills with the ability to connect feedback to business impact and confidently present insights that influence senior stakeholders and shape roadmaps.
  • Experience managing complex programs and projects - you can bring teams together, drive accountability, and deliver business outcomes on time.
Some of our perks and benefits include:
  • Hybrid working, with two days per week from our beautiful Milton office.
  • Unlimited fee-free trading.
  • Career growth and formal leadership training programs.
  • Social activities, game breaks and recognition awards.
  • An inhouse barista and fully stocked kitchen.
  • Weekly catered lunches on a Wednesday.
At Swyftx, we're not just building a diverse and dynamic environment; we're celebrating it. We value and embrace the unique experiences, qualities, and characteristics that each member of our team brings, and we're committed to cultivating an inclusive workspace where everyone feels valued, respected, and empowered to do their best work.

If you are driven by excellence, a deep commitment to integrity, and an unwavering drive to make an impact, then click 'apply now'.

We have an internal Talent Acquisition function, and therefore are not accepting approaches from recruitment agencies.

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