Voice of Customer Operations Lead at EDWARD J. JENNINGS, LLLP in Melbourne, Australia

Job description

• We are seeking a Voice of Customer Operations Lead to join our Member Strategy and Insights team. Reporting to the Senior Manager Voice of Customer, you will lead the operational management of our customer experience measurement platform and help turn customer feedback into meaningful, actionable insights.
• Your New Role
• This is a highly specialised role for someone with deep expertise in data, analytics, Voice of Customer platforms and customer experience measurement.
• You will be the technical and operational leader of our Voice of Customer ecosystem, responsible for transforming member feedback, contact centre interactions and conversation analytics into actionable insight that drives measurable business improvement.
• You will work closely with colleagues across the Fund to bring together data, customer-related insights, identify areas of success and underperformance, and support evidence-based improvements to member experience, engagement and loyalty.

Responsibilities

• Lead the operational management and administration of the Voice of Customer platform, including data, directories, users and vendor engagement.
• Design, program and maintain surveys, web intercepts, workflows, invitations and distribution automations.
• Develop dashboards, insight reports, sentiment analysis and text analytics.
• Source and troubleshoot sample files, data flows and contact import processes.
• Manage survey and data protocols to protect member information and support privacy and regulatory compliance.
• Lead the development and automation of customer experience reporting for senior stakeholders and key forums.
• Generate strategic insights through driver analysis, statistical techniques and the integration of multiple data sources.
• Coach and support colleagues to use the platform effectively and apply Voice of Customer best practice.

Requirements

• Advanced knowledge of market research, customer experience measurement and the Net Promoter System.
• Significant experience administering an enterprise customer experience platform, preferably Qualtrics or a comparable platform such as Medallia or InMoment.
• Strong technical expertise in complex survey data, data management, dashboard development and statistical analysis.
• A demonstrated ability to translate customer data into practical and actionable insights.
• Experience managing senior stakeholders and working collaboratively across multidisciplinary teams.
• Strong written, verbal and presentation skills, with the ability to communicate complex insights clearly.
• Advanced analytical, problem-solving and critical-thinking skills.
• The ability to manage competing priorities, projects and deadlines in a changing environment.
• Experience within superannuation and a demonstrated understanding of how to uplift a customer experience program.
• Tertiary qualifications in business, management, commerce, marketing, data science, social science or a related field.
• Australian or New Zealand citizenship or Australian permanent residency status is required.
• Advanced text analytics - natural language processing and experience analysing transcripts is highly desirable.

Skills

Required

• Advanced knowledge of market research
• Customer experience measurement
• Net Promoter System
• Complex survey data management
• Data management
• Dashboard development
• Statistical analysis
• Natural language processing
• Text analytics
• Data analysis
• Stakeholder management
• Communication skills

Preferred

• Experience analysing transcripts
• Experience within superannuation

Benefits

• Life at AustralianSuper
• AustralianSuper is committed to colleague development, and we support our people with ongoing learning, coaching and training, as well as career opportunities across our expanding global organisation. We offer generous leave entitlements and promote a blended working environment in which all roles can flex, and we’re happy to discuss what this looks like for you.