Customer Experience Manager

About SquareTrade

SquareTrade, an Allstate company, is not just transforming the consumer electronics insurance space—we're redefining it. Our award-winning customer-first mindset has made us the trusted partner of global giants like JB Hi-Fi, Amazon, Walmart, and T-Mobile. With 5-star reviews in the tens of thousands and a presence spanning San Francisco, London, Tokyo, and Melbourne, we're scaling our customer experience (CX) efforts across borders.

As we evolve, so does our CX strategy, and we're hiring a CX Superstar who can elevate the Customer Experience
function and embed customer insights and feedback into the heart of our decision-making.

The Role: Customer Experience Manager

This role is central to shaping SquareTrade's Customer Experience (CX) program in Australia, with a particular focus on leading the Customer Experience feedback program. Based in Melbourne, Australia, in this role, you'll collaborate with internal teams, external partners, and suppliers across multiple time zones to drive measurable improvements in how we serve and delight our customers.

You'll be responsible for the seamless execution of our customer feedback programs, including CSAT, NPS and complaint insights, while uncovering actionable insights and leading cross-functional initiatives that enhance customer satisfaction, loyalty, and operational efficiency.

Note: Collaboration with our US-based team is essential—this role requires flexibility to join early-morning meetings (7–8 am AEST on some days). Occasional travel to the call Centre in Knox for various training sessions and collaborations.

You'll also regularly present your insights and recommendations to the Australian Senior Leadership team and occasionally to global stakeholders, making storytelling and stakeholder influence essential components of your skillset.

Key Responsibilities

As part of the wider Customer Experience team, reporting to the Australian Head of Customer Operations, you will contribute to the design and ongoing development of SquareTrade's Voice of Customer and consumer insights program, to drive service enhancements.

Customer Insights & Strategy

• Support the tracking and analysis of key CX metrics, CSAT, NPS, and customer complaints to help identify friction points and highlight moments of delight.
• Conduct root-cause analysis and develop business cases to improve the
  end-to-end customer journey
  (e.g., claims process, repairs, communication).
• Deliver
  visual reports and dashboards
  to share insights across Product, Operations, Support, and Leadership teams, translating data into stories that compel action.
• Stay on top of global CX best practices, analytics trends, and emerging tools, keeping SquareTrade's approach innovative and human-centred.

Stakeholder Engagement

• Facilitate
  customer-centric workshops
  , CX working groups, and action-planning sessions across departments.
• Collaborate with cross-functional teams to embed customer-centric practices.
• Communicate and champion a
  closed-loop feedback culture
  , ensure teams act on insights, resolve individual issues and track impact.
• Be the local point of contact for customer feedback tools, particularly
  Qualtrics
  , and explore other channels (social, email, call logs, etc.) to deepen insights.

Project Work

• Participate and co-pilot cross-functional CX projects and collaborate with local teams and departments to implement and scale improvements.

Who You Are

• Customer-obsessed
  : You think like a customer and advocate for them relentlessly.

• A natural storyteller
  : You simplify complexity, bring data to life, and engage both execs and peers with your insights.

• Analytical and curious
  : You love digging into data, asking "why?" and discovering patterns others miss.

• Influential across functions
  : You lead through collaborative work and know how to bring people along for the journey.

• Self-directed and action-oriented:
  You make decisions and move things forward even with ambiguity. Able to work on your own as a self-starter, but also just as comfortable in a team environment working side by side with your key contacts.

• Flexible and global-minded
  : You thrive in cross-time-zone teams and enjoy connecting globally.

What You Bring

• 5+ years in customer experience, customer insights, with ownership / Co-Owner of VoC, CSAT or NPS programs.

• Experience with
  Qualtrics
  (or similar platforms like Medallia or Verint) for managing surveys and sentiment analysis.

• Previous experience in a fast-moving organisation such as
  FMCG
  .

• Experience managing feedback surveys and sentiment analysis. Platform experience with Qualtrics, Medallia or Verint as a bonus.

• Strong
  data skillset:
  Excel, Power BI or Tableau, plus basic SQL as a bonus.

• Proven ability to
  present to senior stakeholders
  , influence decision-making, and turn insights into action.

• Knowledge of
  customer feedback metrics
  (CSAT, NPS, CES) and how to use them to drive improvements.

• Familiarity with
  CRM and CX systems
  (Salesforce, JIRA, Smartsheet) a plus.

• Tertiary qualifications in Business, Communications and or Marketing, Data Analytics or a related field preferred.

Why You'll Love Working Here

• Hybrid flexibility
  with 2–3 days in-office (Tuesdays and Thursdays in-office).

• Monthly allowances for phone/internet, wellness, and professional development.

• $750 home office setup allowance.

• Paid volunteer day and access to mental health resources.

• Inclusive, people-first culture with regular socials and celebrations.

Our Values

• Customer Obsessed
  – Treat every customer like it's you on the other side.

• Innovate
  – Ask how it can be done better, then do it.

• Entrepreneurial
  – Use resources wisely and think long-term.

• Make an Impact
  – Move the needle, get stuff done.

• People First
  – Hire and support the best.

• Integrity Always
  – Be honest, be humble, be you.

Ready to Lead Change from the view of Our Customers?

We're proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Apply now and help shape the future of customer experience at SquareTrade