Voice Of Customer

7 days ago

Melbourne, Victoria, Australia Australiansuper Full time

At AustralianSuper, we truly care about our colleagues. We know work and life are intertwined. That's why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members.

**Your New Role**

Are you a skilled business analyst passionate about improving customer experience?

The Voice of Customer (VoC) Analyst plays a vital role in the Member Sentiment team. The VoC program listens to customers' experiences with AustralianSuper and collaborates across the fund to improve them.

This position supports VoC operations, ensuring smooth program workflows and timely insights delivery. Responsibilities include data extraction, insights generation, reporting, and stakeholder engagement. Additionally, the role involves managing the transition to our enhanced VoC program by gathering requirements and coordinating with data, technology, and business teams.
- Duties include:

- Capture, analyse, and refine business, data, and technology requirements for to-be VoC.
- Plan and guide the uplifted program delivery.
- Develop to-be processes and documentation.
- Deliver VoC operations as a SME, develop reports, enable ticketing & workflows, manage data, update dashboards, and provide access to stakeholders.
- Analyse survey results and present insights with graphs and statistics.
- Maintain and improve experience measurement surveys.
- Lead key projects and handle ad hoc requests.
- Drive evidence-based decision making with clear, simple metrics.

**What You'll Need**
- 3+ years of professional experience within a customer reporting function (i.e., Customer analytics, Market Research, Customer Insights, Demographics, Consumer Statistics) ideally within Financial Services, management consulting or business analyst roles.
- Project management experience - particularly requirements gathering and implementation planning
- Data extract and analysis experience
- Strong experience with survey/market research platforms (e.g., Qualtrics, Medallia, InMoment).
- Numerate, self-motivated, high attention to detail, adaptable and with a positive attitude.
- Strong written and verbal communication skills
- Ability to identify priorities, manage competing demands, and meet deadlines.
- Presentation and communication skills.
- Knowledge of Market Research and associated techniques.
- Experience in researching service industries (e.g., telco, utilities, financial services).

**Life at AustralianSuper**

AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we're happy to discuss what this looks like for you.

We are committed to supporting our diverse workforce in a way that is inclusive and embraces diversity in all its forms. If you require any reasonable adjustments to the recruitment process or the role, please let our recruitment team know.

**What's Next**

Australian or New Zealand citizenship or Australian permanent residency status is required.

**Progress powered by purpose**.
- Agencies please note: this vacancy is being managed directly by AustralianSuper's Talent Acquisition team. We will contact our preferred agency partners should we require additional support. Thank you._

  • Voice Of Customer

    5 days ago

    Melbourne, Victoria, Australia Australian Pharmaceutical Industries Full time

    Australian Pharmaceutical Industries Limited (API) is one of Australia's leading pharmaceutical distributors and fastest growing health and beauty retailers. As a Wesfarmers business, API is the parent company of Priceline Pharmacy, Soul Pattinson Chemist, Pharmacist Advice and Clear Skincare Clinics. Our services include wholesale product delivery, retail...

  • Voice Of Customer

    1 week ago

    Melbourne, Victoria, Australia Australiansuper Full time

    At AustralianSuper, we truly care about our colleagues.We know work and life are intertwined. That's why we support the diverse needs of everyone and have policies that enable us all to thrive and be truly flexible. We ensure diversity is celebrated for the opportunity it provides us all to learn and grow and deliver better outcomes for members.**Your New...

  • Voice of the Customer Experience Lead

    2 weeks ago

    Melbourne, Victoria, Australia beBeeCustomer Full time $100,000 - $140,000

    About UsWe're seeking a strategic and insights-driven Voice of the Customer Manager to own the customer feedback loop across Australia and New Zealand.This role plays a critical part in ensuring we listen, respond to, and innovate based on the voices of our customers, delivery partners, and merchants.Key ResponsibilitiesDesign and implement a unified Voice...

  • Voice of Customer Manager

    2 days ago

    Melbourne, Victoria, Australia SquareTrade Australia Full time $80,000 - $120,000 per year

    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,...

  • Voice Of Customer Analyst

    1 week ago

    Melbourne, Victoria, Australia Australiansuper Full time

    We are Australia's largest superannuation fund, here to help members achieve their best possible retirement outcome. We create meaningful value for members and our communities through our diverse workforce of high performing, motivated employees, based across Australia.- A values led, flexible, inclusive work environment- Permanent opportunity, offering a...

  • Voice Of Customer Experience Designer

    1 week ago

    Melbourne, Victoria, Australia South East Water Corporation Full time

    **Who are we?**:We're here to help people live well and create a better and more sustainable future. We support healthy and liveable communities by delivering water, sewerage and recycled water services to 1.77 million people who rely on us every day and every night. At South East Water, we innovate with purpose and act with care to deliver healthy water for...

  • Manager, Voice Of The Customer, Anz

    1 week ago

    Melbourne, Victoria, Australia Doordash Full time

    Job ID: 3170930- DoorDash Technologies Australia Pty Ltd- Melbourne, VIC; Sydney, NSWAbout the TeamAt DoorDash, our mission is to empower local economies. The Strategy & Operations team plays a vital role in shaping how we serve merchants, customers, and dashers. In Australia and New Zealand, we're elevating our customer strategy to ensure we listen, respond...

  • Voice Experience Architect

    7 days ago

    Melbourne, Victoria, Australia beBeeInnovation Full time $100,000 - $120,000

    Our VisionTransforming customer experiences through cutting-edge voice technology is our mission. We are building a team of innovative experts to create AI voice agents that deliver trusted advice and expert insights.Job OverviewOver the next decade, pioneering teams will shape the future of AI at the edge. Our vision is to revolutionize onboarding and...

  • Brand Voice Strategist

    1 week ago

    Melbourne, Victoria, Australia beBeeCommunications Full time $90,000 - $120,000

    Brand Voice StrategistThis role encompasses the development and execution of a comprehensive brand voice strategy.The ideal candidate will possess exceptional communication skills, with the ability to craft compelling content that resonates across diverse digital channels.Experience in crafting engaging brand messaging for B2B and B2C audiencesStrategic...

  • Voice Systems Expert

    1 week ago

    Melbourne, Victoria, Australia beBeeTechnical Full time $100,000 - $124,999

    As a Voice Systems Expert, you will play a critical role in ensuring the smooth operation of our contact center technology. This is an exciting opportunity to join our team and contribute to the success of our business.The primary function of this position is to provide technical support for our voice systems, ensuring that they are running efficiently and...