Voice Of The Customer Officer

**25th February, 2025**:
**Who are we?**

Standards Australia (SA) is the peak standards development organisation in Australia, with a rich history that dates back to 1922. Currently, we are undergoing a significant transformation and growth phase. In recent years, our workforce has doubled, and we now proudly employ over 300 professionals dedicated to helping shape Australia's future and fulfilling our mission of empowering communities.

Our organisation brings experts together to create national and international standards that serve as essential guidelines for products and services, ultimately benefiting the Australian community. Our vision is to be a global leader in providing trusted solutions that improve life today and tomorrow.

**About the role**

The Voice of the Customer (VoC) Officer will support VoC initiatives that drive strategic goals and enhance the different stages of the Standards Australia customer journey.

**The primary focus** will be on customer experience (CX)—understanding customers' needs and expectations to deliver better experiences, products, and services.

**The secondary focus** will be on employee experience (EX), developing and executing surveys to assess employee needs, evaluate feedback, and provide actionable recommendations to improve Standards Australia's workplace environment.

This role is a 13 month fixed-term contract to cover parental leave.

**What you'll do**
- Support the design and execution of the VoC strategy, ensuring alignment with SA's customer-first approach
- Champion customer insights and drive a customer-centric mindset across the organisation
- Regularly examine X-data and support VoC operationally through Qualtrics system administration and quality control
- Develop, build, and manage surveys across VoC platforms
- Analyse and report on customer and employee feedback, translating insights into meaningful action
- Conduct qualitative research using CX methodologies to improve experiences and engagement
- Work closely with HR and cross-functional teams to execute the employee experience program, ensuring alignment with SA's strategic vision
- Utilise reporting and analytics to influence decision-making across CX and EX initiatives
- Continuously research best practices and recommend strategies for continuous improvement to advance SA's VoC maturity level

**About you**
- 2+ years of demonstrated experience using Qualtrics is advantageous
- Technical skills and knowledge across a range of HR disciplines, including learning and development and analytics
- Experience with Qualtrics XM Directory desired but not essential
- Expert capability in structured and unstructured data analysis, and uncovering data driven insights, trends, and opportunities
- Strong communication and interpersonal skills; ability to work across the organisation and disciplines
- Strong attention to detail, analytical and problem-solving skills

**Culture & Benefits**

Standards Australia is proud to have been awarded the prestigious Employer of Choice Award for two consecutive years, 2023 and 2024. This recognition highlights our commitment to creating an exceptional workplace and fostering a culture of excellence. Our iCARE values form the basis of all we do - Integrity, Courage, Accountability, Respect, and Excellence.

Standards Australia offers many benefits such as flexibility with working from home, regular team events, additional personal/carer's leave, regular awards, and on-going training. Our award-winning People Perks program includes the following great benefits:

- Nine-day fortnight - enjoy every second Friday off
- Growing Family & Parental leave benefits - 16 weeks paid leave for primary carers, plus Superannuation contributions made on unpaid leave; 4 weeks paid leave for secondary carers
- Workiversary rewards - your commitment and loyalty won't go unrecognised
- Global working - do you have working rights in another country? Enjoy a few weeks of international working every year
- Early access to long service leave - why wait 10 years for long service leave? 5 years sounds a lot better

**What's next?