Customer Advocacy Manager

1 month ago

Richmond, Australia Australia Post Full time

Help us deliver like never before 
Australia Post is delivering like never before. From the vehicles that we drive, to the small businesses that make our communities thrive. We’re delivering for the environment, for our communities, for our customers and for our people. We’re moving forward and we want you to come along for the ride.  

About the opportunity  

We're committed to enhancing customer experience, and our upgraded Customer Experience program will help us listen and serve our customers better than ever.

As Customer Advocacy Manager, you will support the Head of Customer Insights to deliver a best-in-class Customer Insights function that informs business decisions that support Australia Post in the development of and delivering on strategic objectives.

The Customer Advocacy Manager is responsible for managing the CX program including customer feedback collection structure, analysis and feedback loops across the Enterprise. The role plays a critical role in representing the voice of customers of Australia Post.

The role works collaboratively with peers across Customer Insights to provide a customer’s perspective to support effective and customer driven business decisions. Ultimately the Customer Advocacy Manager role is intended to drive excellence in customer offerings and experiences, to support the delivery of Australia Post’s strategy, drawing insights from an extensive quantitative program, enhanced with qualitative deep dives and bespoke research projects.


 What you’ll deliver with us  

  • Execute and manage inner and outer feedback loops to the Enterprise to provide and communicate insights that support business decisions that build and maintain customer advocacy from Business & Consumer customers
  • Design and manage program uplifts informed by customer data, including managing A/B testing and trials and presentations to describe, diagnose and predict customer experience and performance.
  • Deliver insights to contribute to the development of holistic and segmented customer strategies for the Marketing function to drive customer advocacy and commercial performance across all segments, product groups and channels.

About you  

You are ready to embrace an exciting new challenge with an exceptional team, eager to unlock your full potential and make a meaningful impact.

We are looking for someone with significant experience in market research or customer insights type roles within large & complex organisations. You will have excellent communication skills, with ability to build strong effective relationships at all levels of the organisation.

You’ll also need   

  • Ability to translate complex business needs into insights questions and/or objectives and apply context to outcomes.
  • Ability to prioritise workloads of self without compromising quality work outputs, and an ability to work alone, under pressure and to tight deadlines.
  • Ability to prepare and present comprehensive briefs, reports and initiatives and other material to senior and executive management, and to staff at all levels.
  • Experience managing team contributors and supporting people learning and development
  • Experience with CX specific software or platforms (InMoment, Qualitrics)


 How we’ll deliver for you

  • Join one of the most culturally and linguistically diverse workforces in Australia, where we’re all ages, genders and come from all walks of life.
  • We deliver on our values of Trust, Inclusivity, Empowerment and Safety every day. They’re the TIES that bind our team together.
  • Immerse yourself in the AP Way – where every single team member partakes in a learning module to help understand the vital role we play in delivering on our strategy and purpose.

We’re delivering together 

At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees. 

We believe our business should reflect the diverse communities we operate in and are proud to be an inclusive workplace for people from all walks of life. We encourage applications from people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability, LGBTQIA+ and Refugees. We are one of the largest organisations in Australia to successfully achieve Disability Confident Recruiter status. We are committed to providing an inclusive and barrier-free recruitment process and workplace for those living with a disability and are committed to reviewing and removing bias in our processes to create a gender-equitable recruitment experience and workplace.  If you have any questions about accessibility, please contact our Diversity & Inclusion team on inclusivecareers@auspost.com.au

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