Voice of Customer Insights Specialist

Drive customer insights and enhance experiences with our dynamic team

About the Role

Join our Member Experience, Retention, and Loyalty team as the Voice of Customer (VoC) Insights Specialist. Reporting to the Manager of Research and Consumer Insights, you'll lead the VoC program, guide research objectives, deliver actionable customer insights, and collaborate with Data Science and Experience Design teams in order to strive for continuous improvement. You'll ensure robust data governance and leverage AI to identify key customer pain points, supporting ongoing business improvement.

Responsibilities

• Design and manage the VoC program using Qualtrics as the core platform.
• Refine measurement frameworks and lead survey design and data analysis.
• Collaborate with teams to deliver actionable insights, support decision-making, and improve customer experience.
• Prepare reports and present recommendations to stakeholders.
• Manage partner and vendor relationships and ensure compliance with regulatory standards.

About You

• 10+ years in customer-focused roles (CX, Insights, Strategy, Research).
• Strong data, technology, and project management skills.
• Expertise in survey platforms (e.g., Qualtrics, Medallia).
• Proven ability to deliver actionable insights and work with senior stakeholders.
• Ethical, commercially focused, and passionate about member experience.

If you're ready to drive customer insight and experience, we welcome your application.

About HCF

At HCF, our purpose is to bring our human touch to healthcare. Since 1932 we've been putting our members and their health first. As Australia's largest not-for-profit health fund, we cover 2 million members with health, life, travel and pet insurance and our vision is to make healthcare understandable, affordable, high quality and member centric.

We want to be true health partners to our members, easily guiding the healthcare choices that are right for them. At HCF, our values are the way we do things and create the necessary culture to help us realise our purpose and deliver our Strategy. Living our values in action we step forward, walk in their shoes, stay human, make it better and get there together.

Culture & Benefits

Purpose-driven passion

We're united by a common purpose: to make healthcare affordable, understandable, high quality and member-focused.

Wellness and work-life balance

We'll empower you with the necessary skills and tools to support your personal wellbeing journey, ensuring you perform at your best. Our offerings include:

• 50% subsidy on HCF hospital and/or extras cover
• 18 weeks of parental leave for all new parents
• Mental health and wellbeing programs, including workshops, fitness classes, flu vaccinations, skin checks and more
• Discounts on HCF's products, including life, pet and travel Insurance, as well as discounts at Fitness First gyms and on our eyecare products.

Collaboration and inclusivity

We embrace diversity as our strength and are committed to maintaining an inclusive and collaborative work environment. Our workplace is welcoming and safe for all our employees, irrespective of their unique characteristics including age, ethnicity, cultural or spiritual background, gender identity, disability, education and socio-economic status.

Continuous learning and growth

We believe in lifelong learning. HCF provides opportunities for personal and professional development. From workshops to mentorship programs, we encourage your growth and curiosity.

Next steps

If you require any adjustments to assist you in making your application or during the recruitment or onboarding process, please reach out to Talent Acquisition –

to discuss.

We encourage applicants to submit their applications at their earliest convenience, as at HCF, we review applications as they are submitted, and may have filled the role prior to the job closing date.