Voice of Customer Manager

About SquareTrade:

SquareTrade is not just a game-changer in consumer electronics insurance; we're an industry revolutionary. Our customer-centric approach and unparalleled operations have propelled us to the forefront of a $30B market where innovation has been dormant. We've joined hands with some of the world's leading retailers and carriers, like JB Hi-Fi, Amazon, Walmart, and T-Mobile, to name a few. Our reputation is supported by countless industry awards and tens of thousands of 5-star reviews. As part of the Allstate family, we're extending our influence globally with offices in San Francisco, London, Tokyo, and Melbourne. We're constantly evolving, and we believe you could be the catalyst for our next transformative phase.

The Role:

Reporting to the Head of Customer Operations, this role is responsible for leading the Voice of Customer (VoC) program. We are looking for a curious, self-motivated, analytical individual to drive cross-functional projects to improve the customer journey.

Flexibility:

The ideal candidate would be based in Melbourne, Australia, available ASAP and be in the office 2-3 days per week (Tuesdays and Thursdays as a minimum). Aside from these requirements, we generally work flexibly and are open to flexible arrangements.

We're Looking for Someone Who is:

• Customer obsessed:
  you're passionate about customer experience.
• Intellectually curious and detail-oriented:
  you're passionate about asking questions, doing research, and understanding both high-level strategy and getting into the weeds at the ground level.
• Driven to make an impact on the business:
  you're scrappy and willing to think outside the box.
• Execution focused:
  you're predisposed to action and getting things done yourself.
• Polished:
  You've got exceptional business writing skills and have a knack for connecting with people at all levels of the org, leading across all levels within the organisation.
• Organised:
  You love to plan, but you also have a system for all types of documentation and can help keep others aligned as well.

Key Responsibilities:

• Develop and implement a comprehensive Voice of Customer strategy, including development of standard operating procedures related to customer contacts and complaint management with the view of maintaining customer service excellence.
• Own the CSAT and NPS program powered by Qualtrics and advocate for improvements based on customer insights, feedback and comments.
• Oversee the collection, consolidation, and analysis of customer feedback data from multiple sources. Generate and maintain reports for business stakeholders detailing insights into customer experience trends and complaints.
• Initiate and lead cross-functional process improvement projects to address pain points across the customer journeys (claim filing, repair process etc.).

Required Skills and Experience:

• Minimum 5-10 years of experience in customer experience management or customer insights roles required.
• Exceptional communication skills and the ability to communicate appropriately at all levels of the organisation; this includes written and verbal communications as well as visualisations.
• Ability to manage competing expectations and priorities in a harmonious manner while ensuring business strategic initiatives are met.
• Effectively manage and engage key stakeholders at all levels, including senior leadership level.
• Proven experience in customer data analysis to identify trends and generate insightful reporting. Advanced knowledge of Microsoft Excel, with the ability to use formulae, functions and other features to interrogate and analyse large volumes of data and produce insights and reporting.
• Proven experience building strong customer relationships and efficiently communicating internal and external voices.
• (Preferred) Tertiary qualification or equivalent in Business, Communications, CX / UX design or related disciplines are ideal.
• (Preferred) Knowledge of feedback survey and data analysis tools, including Qualtrics, Salesforce Service Cloud and Power BI is a plus for this position.

Our Core Values:

• Customer Obsessed:
  treat every customer as if you were that customer.
• Innovate:
  never stop asking how we can do things better.
• Be an Entrepreneur:
  Use resources wisely. Creativity, smart execution, & long-term thinking are free.
• Make an Impact:
  Be passionate about what you do. Make a difference. Get stuff done.
• People Come First:
  Hire the best. Then respectfully challenge them to do their best.
• Integrity:
  be honest, be humble. Be you. With our customers, clients, competitors and each other.

Benefits of Joining SquareTrade:

• Paid volunteer day and community involvement.
• Monthly allowances for phone/internet, wellness, and professional development.
• Access to comprehensive mental health resources.
• Inclusive hybrid work model, with a one-off $750 home office set-up allowance.
• Regular company socials to celebrate our collective achievements.

Ready to Make an Impact with SquareTrade?

We are proud to be an Equal Employment Opportunity employer, promoting diversity and inclusivity in the workplace. We invite applications from all qualified candidates, regardless of race, gender, age, religion, disability, sexual orientation, or any other

status. Join us in making a difference.