Cx Researcher

2 days ago

Sydney, New South Wales, Australia Resmed Full time

**Let's **talk about the team
Join a new and emerging Experience Insights function (under Customer Experience) as a CX Researcher (Consumer Insights). In this role, you will lead our efforts to better understand our consumers' needs, represent the VOC to the business and own VOC consumer reporting and scorecards.

**Let's **talk about the role
**P **roduct Team Influence**
- Design, manage and measure consumer VOC listening posts to capture consumer feedback along predetermined consumer journeys across all channels
- Understand customer journey maps and engage with key business stakeholders to prioritize listening needs
- Analyze CX data sets (CSAT, NPS) and synthesize feedback to provide a holistic consumer view to the business
- Communicate insights, trends and roadblocks effectively to appropriate audiences and stakeholders
- Create and manage consumer scorecards
- Serve as the internal expert on best practices for VOC for consumers and establish industry benchmarking
- Engage with project stakeholder audience and communicate project status, progress and risks to sponsors and leadership team

**Organizational Influence**
- Influence teams to improve CX
- Participate in cross-functional initiatives to represent the voice of the consumer across the organization, including leading problem solving and driving continuous improvement

**M **arket Influence**
- Stay updated on industry trends and best practices in CX to continuously enhance program execution
- Align with product vision to help create and shape the market of the future

**Lets **talk about you**:

- Customer-first mindset: Deep understanding of our customers' experiences with the passion to continuously evolve and influence the way we design experiences and products to create a step-change in how a customer interacts with ResMed.
- Technical Proficiency: Demonstrated expertise in designing impactful consumer surveys and analyzing customer data, feedback, and trends to identify patterns, understand customer behavior, and make data-driven decisions.
- Action Biased: Focus on implementation, execution, and driving meaningful progress in practical ways. The ability to actively take steps and make decisions that lead to tangible outcomes or results.
- Analytical: Excellent analytical and critical thinking skills and the ability to effectively derive insights from customer data and translate findings into actionable recommendations.
- Collaborative: You thrive on collaboration and excel in clear communication, conveying findings and recommendations to diverse audiences, including team members, stakeholders, and leadership.

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