Description:
This is a Voice of Customer Manager role with one of the leading companies in AU right now -- PEXA -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the takes off.
More About the Role at PEXA
**About The Role** Manage a suite of Voice of Customer tools to help PEXA Group listen, learn and act on customer insights Analyse and synthesise Voice of Customer data alongside other operational data to determine actionable insights that can be shared across the organisation Use a variety of means to share impactful and relevant insights to various stakeholder groups, to inform and influence customer-centric ways of working Design, build and implement a Next Best Action program using customer data that anticipates customer needs, driving business growth, cost reduction and an improvement in customer experience across products, services and channels ### **Key Accountabilities** - Manage the day-to-day Voice of Customer program to deliver insights, including regular reporting to the PEXA AU leadership team and committees - Design, build and implement a Next Best Action program fuelled by customer insights to drive business growth, cost reduction and improved customer experience - Review and evolve PEXA’s position on customer, account management and behavioural segmentation - Drive customer-centric ways of working through delivery and communication of customer insights across the organisation ### **Skills and Experience** - Minimum of 3 years’ experience in the related fields of customer experience, market research, marketing, insights, or data and analytics - Experience in managing a Voice of Customer program, including liaising witih VOC vendors (InMoment & Kapiche) - Comfortable with using operational tools (e.g. – Salesforce, Tableau) for obtaining and analysing customer data and reports - Experience working in or facilitating cross-functional projects and teams with exceptional stakeholder engagement, collaboration, communication and change management skills - Fluency in qualitative and quantitative research and data analysis methods, as well as experience in building and running leads programs - Creative storytelling abilities that can influence decision-making. ### **Key Attributes** - An obsession with continuously improving the customer experience - Extensive knowledge of best-practice CX and research methodologies (e.g. – customer segmentation, quantitative and qualitative research) and CX measurement principles (e.g. – Customer Satisfaction, Customer Effort) - Strong verbal and written communication skills, with an ability to engage and influence through storytelling and presenting - Proven ability to analyse, synthesise and interpret large amounts of unstructured data to provide meaningful insights and drive actionable business opportunities - A team player, proven collaborator, and relationship builder with strong stakeholder engagement, influencing and negotiation skills
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