Voice of Customer Manager

Job Description

Hi, we’re PEXA Every time a house is bought, sold or refinanced in Australia your lawyer, conveyancer and lender will most likely use a digital platform to settle your property, this is where we come in. PEXA’s world-first digital settlement platform has revolutionised the way we exchange property in Australia helping over 20,000 people a week safely settle their homes. And this is just the beginning. Our data and insights are helping organisations unlock the intel they need to drive change and possibilities. Since starting our journey in 2010, we now employ a team of over 1,000 people working across multiple continents. We’re still growing, innovating and looking ahead, but behind our greatest achievements, there is a team of curious creators and big thinkers. That’s why, we’re looking for ambitious people like yourself to join the team. 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 with 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. A career at PEXA starts with you! If you think you have the required skills, an appetite to learn and would be a great fit, we’d love to hear from you – even if you don’t tick all the boxes. At PEXA we support your growth and help you discover your full potential. Why join us • Flexibility is in our DNA. • Your holistic wellbeing is important to us. Enjoy meditation, yoga, boxing classes and a wellness day each month to recharge! • We know that work is just one aspect of your life. That’s why we offer up to 12 weeks ‘workcation’ for you to extend personal travel time and work remotely. • Take the opportunity to purchase up to four weeks additional annual leave per year. • Learn from the best and upskill with PEXA Academy certifications and grow your career. Our commitment to our people and a better future At PEXA we want you to embrace your best self each day, creating an environment where everyone can contribute and participate, so that every person can reach their full potential. We want our people to feel equally valued, supported and celebrated. With market-leading benefits that make a difference, we’re committed to supporting individuals, families and carers. Your culture, gender, sexual orientation, language and other attributes make you unique! We couldn't be prouder to have a team that reflects the richness of our wider community. We’re a proud ‘Circle Back Initiative’ Employer and commit to responding to every applicant. Stay Connected A career at PEXA is exciting, challenging and rewarding, and we’re always on the lookout for talented individuals to join the team. You can learn more about life at PEXA on our website and social channels too. #J-18808-Ljbffr