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Role Overview:
The work in Customer Experience (CX) for our clients is broad and diverse. We work closely with our clients to:
Help them understand their customers and diagnose the quality of the experiences they deliver today
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Help them identify and shape the experiences they want to deliver to their customers tomorrowHelp them measure experiences to move the needle on the moments and metrics that matter
This role will suit an enthusiastic and talented researcher with strong expertise and experience in, and passion for, Customer Experience research. As part of the growing CX team, you will support the delivery of Voice of Customer (VOC) programs for some of Australia’s largest businesses across the telco, retail, finance and utilities industries, as well as government.
The team is experiencing significant growth and strong momentum, having won a number of significant CX programs in recent months. The new programs are a mix of those transitioning from incumbent programs and first-time greenfield implementations, ensuring a lot of variety working with clients across different levels of CX maturity and experience. This opportunity will see you working with clients across initial program design & architecture, program implementation, ongoing development and through to delivering deep insight on the customer moments that matter.
Specifically, this role will include
SUPPORTING EXISTING CX PROGRAMS
Supporting the ongoing delivery of a large-scale CX program in the telco/utilities space, that covers key episodes in the customer journey, the ongoing customer experience and integrated market perceptions and sentiment measurement. This is a mature program which is in an exciting phase of development as the client looks to build a more agile and responsive program to help inform, measure and track performance of new business initiatives. This is a high-profile program both for our client and internally presents a great opportunity to really make a difference and contribute to improving the day-to-day experience of millions of customers across Australia.
Specifically, on this program you will be:
Working alongside other team members to produce and QA regular monthly reporting in Excel, PowerPoint and InMoment dashboards
Working with a range of panel partners to script, update, test and field surveys
Undertaking ad-hoc analysis, using Q software, as required
Assisting with the implementation of new CX research programs that measure episodic experiences. Working closely with our technology partner InMoment, you will ensure the implementation of these programs into the existing set-up is smooth, effective and on time.
Planning for and attending weekly WIP meetings, updating program documentation and other project management activities
Assisting in responding to custom CX research briefs that come from the insights team from time to time
Support the ongoing delivery and program development of other CX research programs across retail, telco, finance, utilities and government.
Key responsibilities will include:
Building out these programs with additional platform functionality such as closed loop feedback, digital web and app-based surveys, new dashboards, text analytics review and CRM integration etc. Working alongside our internal technical resources you will design, brief in and test these solutions prior to launch with the client.
Survey development, iteration and implementation (questionnaire writing, scripting QC, invitation development etc)
Supporting ongoing reporting
Development of deep dive reporting on key initiatives and issue areas as required from time to time
PLAYING A KEY ROLE IN THE DESIGN AND DEVELOPMENT OF NEW CX PROGRAMS
As we win new CX research projects – potentially both ad-hoc and continuous tracking, this role will be involved in the design and implementation of this work. With this will come the opportunity to drive programs and play a key role in their implementation.
Specifically, this may include:
Stakeholder interviews to understand client needs from the program and potentially customer in-depth interviews to understand the moments that matter across the customer journey
Program architecture development (which journeys, interactions, which offer areas/products, which customers, who within customer and when/how to engage)
CX Measurement framework development (metrics that matter, how measured and how often)
Technical program design and implementation working alongside our technical team & research operations capability
Design and delivery of the reporting ecosystem – both in and out of platform deliverables
Officially launching the programs with our clients, supporting them to drive engagement within their business
Immersing yourself in the client’s business to establish a credible base of knowledge from which to draw on to support their ongoing customer experience objectives
Developing these client relationships to ensure they thrive and endure
DEVELOPMENT OF PROPOSALS FOR NEW CX WORK (with assistance)
Assist in the development of proposals for new CX programs and research project including program/research design, partner sourcing and credentials (where relevant), resourcing, costing etc
Play an active role in pitch preparation and presentation
INPUT INTO THE DESIGN AND DEVELOPMENT OF CX OFFER
Contribute ideas, frameworks and technical delivery considerations that help to elevate our CX offer with a specific focus on CX measurement and VOC programs
About you
You will have a positive, can do-attitude along with a curious and creative mindset in order to deliver with excellence whilst learning new research methods and developing to be a strategic consultant to clients.
You will have a minimum of five years’ experience within a similar field and a passion for understanding clients industry, business and goals.
You will be technically savvy and familiar with the different CX platforms (Qualtrics/Medallia/Confirmit/InMoment etc) with ideally deep knowledge of at least one of those platforms and a keen interest in diving into others.
You’ll be exceptional at
Using analysis software such as Q, SPSS, Excel to manage data, QA data, conduct analysis and generate insight
Executing activities and reporting with a high attention to detail and accuracy
Time management, flexing and adapting as plans and client needs change
Working closely with external client contacts to understand needs, problem solve and manage expectations
Delivering accurate research analysis and turning complicated results into succinct, actionable outcomes with a clear point of view
You’ll be great at
Using the MS Office suite to deliver compelling and impactful reports & deliverables (with support from our VC & Design team)
Delivering creative and thorough solutions, on-time and on-budget
Developing strong relationships with different levels of staff, senior management across the organisation and external clients
Communicating with clients in a clearly, succinctly and with impact
Carrying out duties autonomously and work effectively in a team environment
Qualifications and Experience
Industry experience:
Market Research Consultancy and Customer Experience
Minimum five years measurement experience (Customer Satisfaction tracking, Syndicated programs, VOC program design, delivery and ongoing development etc)
Required education:
Tertiary educated in a related discipline
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