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Voc Program Manager
2 weeks ago
Challenge yourself and take the next step in your CX career
- Be part of a high performing team to improve customer experiences across the customer journey
- Permanent position based at our Head Office in Mascot
Qantas Loyalty is an integral part of the Qantas brand, with a vision to be the most valued and trusted Loyalty ecosystem that makes every day more rewarding. With a focus on rewarding loyalty and fostering lasting relationships, our business is dedicated to providing unparalleled value and benefits to our members. From earning points on flights, shopping and everyday purchases to enjoying exclusive perks and privileges, Qantas Loyalty is committed to delivering exceptional service and rewards. With a rich heritage and a forward-thinking approach, we continue to redefine loyalty in the aviation industry, setting the standard for excellence and innovation.
The VoC Program Manager is responsible for designing and executing the strategic direction of the VoC program, with a particular focus on our in-journey episodic, interaction and touchpoint measurement and feedback. The role will work closely with both the Qantas Loyalty Research and Insights team and the CX team, with the latter setting the direction and delivering on major CX initiatives.
The role will also be responsible for leading relationships with stakeholders and leveraging the VoC insights to enable more customer-centric decision making to ensure Qantas Group alignment, this role will also collaborate and share processes and learnings with the Group CX and Insight team. This role is a blend of hands-on delivery and driving strategic change in the business. The VoC Program Manager will bring both strong technical and operational VoC experience and be able to take stakeholders on the journey.
As a senior member of the CX team, the VoC Program Manager will contribute to broader CX strategy/initiatives and integrate feedback with data analytics and customer research to help inform and drive positive customer outcomes
- What you'll bring to the role:_
- 5+ years of experience delivering/managing a VoC program, preferably in a complex, digital-first business
- Degree or equivalent experience in a similar role/ VoC Program management essential
- Qualtrics certified with hands-on experience designing, building and deploying surveys, digital intercepts and dashboards
- An understanding and appreciation for robust research methodology and customer data privacy/compliance/governance processes and standards
- Experience developing and reporting on actionable insights to identify opportunities for CX improvements
- Design and implementation of closed loop processes
- Experience delivering outcomes in a fast-paced and continually changing environment
- Senior stakeholder management skills with the ability to partner with the business and influence mutually positive outcomes
- High level attention to detail
- Analytical and problem-solving skills
- Strong project delivery and prioritisation skills to balance multiple initiatives & competing requests
- Development of reports, presentations and communications
- Why Qantas?_
- You'll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully._
- There are many different opportunities across our team, which means you'll be able to grow both personally and professionally at Qantas. Your development is a priority for us - so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You'll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we've got a great track record of supporting our people to take their career in so many different directions, the destinations are endless._
- The Qantas employee benefits program offers amazing benefits that extend well beyond travel._
- _ We love to travel: Enjoy heavily discounted air travel within Australia and across the globe, both for you and your family and friends, as well as exclusive deals on accommodation and holidays._
- _ We have flexible leave options: Make use of leave and flexible working opportunities including 18 weeks paid parental leave (plus superannuation payments on all paid and unpaid parental leave until your child turns 1) and additional purchased leave options for eligible employees._
- _ We'll give you access to thousands of rewards: Through our partnerships we can offer you discounts across shopping, food and wine, insurance, health and wellbeing, leisure and entertainment. You can also take advantage of our salary packaging program including motor vehicles, eligible portable electronic devices and professional memberships._
- _ We'll support your wellbeing: Whether it's learning to better support your own and others' mental health, our interactive wellbeing app or your very own tailored nutrition plan._
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