Customer Experience Lead

4 days ago

Melbourne, Victoria, Australia Compass Group Full time

Compass Group is a world leader in catering and support services, employing over 600,000 people across 45 countries. Rated number one in our industry on Fortune's World's Most Admired Companies for 2020, Compass Group serves 5.5 billion meals each year to our 55,000 clients worldwide. _

We are currently recruiting a **Customer Insights & Experience Lead** to support the development and implementation of the end-to-end Customer Experience Program across Compass Group Australia.

**The Role**

Reporting to our National Manager of Customer Insights & Experience, the Customer Experience Lead will be responsible for collecting actionable insights from both end user customers and clients, analysing these and implementing an insight to action program to support CGA's aim to deliver world class services and enable the business to achieve the growth and retention strategies.

Core actionable points for this role are as follows;
- Maintenance of our Voice of Customer platform
- Build surveys and create closed loop feedback workflows
- Drive consistency in the collection methodology ensuring best practice
- Work with IT team to manage API's and integrations
- Understand through data collection what drives customer experience and Compass Group Australia
- Develop ways to share and monitor customer data with the business to enable insights to action plans
- Support the Customer Experience team to engage and connect with the business, enabling the enhancement of customer experience understanding
- Support the development, delivery, and implementation of customer experience initiatives in line with Compass Group Australia People First Strategy
- Act as a customer advocate and proactively champion the needs of the customers and the importance of delivering an improved customer experience
- Work with the business to develop objectives, deliverables, and resources ensuring the best outcomes for customers
- Work closely with business SME's to establish requirements and priorities for delivery, using customer data to ensure deliverables are measurable and customer centric
- Support CX and Insights Manager to deliver on team accountabilities with a priority on the Voice of Customer program

**The Person**
- Minimum 3 years' experience managing a Voice of Customer platform (Qualtrics preferred)
- Ability to manage time, set priorities and organise work to achieve objectives in the most efficient way possible, utilising resources available
- Experience with survey methodology and creating actionable customer insights
- Ability to build trusting, collaborative relationships with all stakeholders to improve customer focus at Compass Group Australia
- Microsoft Suite proficient
- Well-structured written and verbal communications, as well as visual presentation skills
- Experience and thrive in working in an Agile environment

**The Benefits**

At Compass we strive to build an environment of inclusion that allows a diverse group of employees to contribute, participate, and succeed. We value the different perspectives and abilities of our employees because they uniquely improve the quality of our work and services we provide for our clients and customers. We believe in the opportunity to recognise and develop great talent and offer many diverse opportunities. We place great importance in looking after our people and offer a variety of learning and development opportunities, reward and recognition programs, paid parental leave and a selection of corporate benefits.

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