Senior ice of the Customer

2 months ago

Melbourne, Australia Vistaprint Full time

Senior Specialist – Voice of the Customer

Melbourne, Australia

Office Location: 66 Paramount Blvd, Derrimut Victoria 3030

Vista has made the 2024 AFR Top 10 Best Places to Work for the 3rd year in a row

Who We Are:

Vista's CARE and Service Enablement organizations serve, inspire, and delight customers – and help others in our organization do the same. From the simplest interaction on our website to how people take in our advertising and communications, we are obsessed with delivering value. We know our customers’ needs, and we strive to exceed their expectations. Touching every element of the business, we’re here to grow and build the Vistaprint brand, reach new audiences and offer the best possible experience for every customer. 

We are looking for a Voice of the Customer (VoC) / Customer Experience (CX) Specialist who is passionate about customer experience and driven to improve customer metrics. This person will have the drive and ownership to move Vistaprint to be more customer-focused and effect change. The role will report to the VoC function which sits within the Service Enablement team as part of the broader Customer Service organization and will support the ANZ business and leadership team. We are looking for a customer experience professional looking to make an impact by coordinating all efforts around customer experience improvement for the ANZ region.

The role will define the scale and impact of customer issues and enhancement opportunities, streamline communication to relevant teams, and facilitate the path to resolution in partnership with the relevant regional Functional Owners and Product Teams. This position is also directly responsible for providing input to partners relevant to any changes that are customer-facing, including but not limited to, product launches, overall product offerings, services, and customer experience. They will also maintain a backlog of issues, along with the business and/or customer impact for these items, to enable partners to prioritize improvements in a structured manner.

What You Will Do: 

Build a structured set of inputs and reporting to drive customer understanding, including operational customer data, customer survey feedback, data mining, specific market research studies, etc.

Lead a continuous cycle of customer understanding, issue sizing, and prioritization, and driving through to resolution including impact assessment.

Use customer feedback and voice-of-customer insights to raise findings in response to defined business goals appropriately.

Build clear and compelling service enhancement stories that drive action with relevant teams to improve the overall customer experience.

Maintain strong collaborative relationships with key partners – CARE Operations, Problem Management, Product, Logistics, Marketing, Manufacturing and Pricing 

Use existing, or new, feedback loops to provide business partners with real-time customer reactions to large-scale site changes and/or tests.

Collaborate with the Analytics team (DnA) as needed to facilitate data capture and input to VoC analysis and insight development.

Ensure quality and consistency of all supporting data sources when championing an initiative whilst maintaining a VoC plan of initiatives.

Engage cross-functional partners during the design, implementation, and analysis of VoC data and the creation of dashboards and reports.

Your Qualifications: 

At Vista, we value the experiences that individual team members add to our culture. Please don't hesitate to apply even if you don't meet the exact qualifications, we look forward to learning more about you

A truly customer-centric demeanor and the unreserved desire to encourage customer dedication and deliver service excellence

Great teammate with strong collaborative skills and is open to innovative approaches.

Ability to handle difficult situations and find creative resolutions within defined timeframes

Excellent project management skills - diligent, Self-motivated, and thorough

Good stakeholder management and ability to influence

Good analytical skills and ability to ‘tell the story’ with data

Preferable marketing or business-related major, or similar educational background and previous experience in Customer Experience or Product Marketing

Nice to Have: 

Experience with Agile and Lean

Some of our other perks are:

Paid Parental Leave

Holistic 24/7 Wellbeing support for you and your family

Paid Wellbeing Leave

Paid Birthday leave

Purchased leave

Salary Sacrifice

Focused time for learning & development

Team Discount (65% Off)

Why You'll Love Working Here: 

Being at Vista means that you don’t see work as just a building, a desk or a manufacturing floor. You see it as a chance to take a step forward in your career journey – and your life. We strive to give you everything you need to learn, grow, and succeed. Through innovation, collaboration, and perpetual exposure to what’s next, we’re always pushing boundaries and broadening our horizons. We embrace the chance to operate outside of our comfort zone to discover what we’re capable of. Some might call that a challenge; we just call it another great day at work. 

Vista has received numerous recognitions including a perfect score of 100 on the Human Rights Campaign Foundation’s 2021 Corporate Equality Index (CEI) naming us a Best Places to Work for LGBTQ Equality. We also earned a place as one of the best remote-first workplaces in the U.S. and on the Boston Best Places to Work list from Built In. In addition, Vistaprint’s CEO, Robert Keane, was recently honored with Comparably’s Best CEOs award, listing him among the top CEOs according to employees. Vistaprint offers numerous support systems including Employee Resource Groups like Pride, Mosaic, and Women in Technology, and special interests communities to foster awareness, respect, and inclusion within the workplace. 

About Us: 

As an e-commerce powerhouse, Vista creates customer value (and delight) through accessible, cutting-edge technology. We are the marketing partner to millions of small businesses around the world. For more than 20 years, we have helped small businesses look and feel credible through high-quality marketing products and solutions that include signage, logo apparel, promotional products, face masks, flyers, postcards, business cards, websites and digital marketing. With Vistaprint, small businesses are able to create and customize their marketing with easy-to-use digital tools and design-templates, or by receiving expert graphic design support. In 2020, Vistaprint acquired 99designs to expand its design offering via a worldwide community of more than 150,000 talented designers to make it easy for designers and clients to work together to create designs they love. Vistaprint is focused on making great marketing and design accessible to every small business owner, allowing them to create a cohesive brand image for use in-store, online and on-the-go. 

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