Lead major CX and voice of customer programs for this Massive B2B and B2C Brand 12 month contract initially | Positive, pro-active and collaborative culture Sydney CBD | Great work flexibility WFO/WFH split | $150,000 - $170,000 inc super About the role Reporting to the Head of CX and Voice of Customer, you will lead and execute major CX and Voice of Customer programs across key customer groups both B2B and B2C. This is a strategic and hands-on role where you both lead and execute key programs. It's a standalone role with no direct reports but with a host of senior stakeholders to build relationships with. Other key durties include Design and continuously improve enterprise Voice of Customer programs – especially with demonstrated examples of partnering with business to turn insights into action and drive measurable CX uplift Run both Qual/Quant research, segmentation modelling, driver-anlaysis Support the preparation of VOC Insights reporting and present compelling data-driven insights and recommendations to teams across all levels (including leadership) to secure buy-in for customer initiatives Develop strong relationships with cross-functional stakeholders to influence key decisions that impact the customer experience What you need Strong EQ with the ability to work with a variety of complex stakeholders and influence accordingly Experience working in matrix structure organisations, strong stakeholder influencing skills, ability to story tell and develop compelling packs for leadership A proven track record of running CX insights and Voice of Customer programs Approx 8 years' experience leading customer, project and program delivery Approx 5 years customer centred design experience What's in it for you 12 month contract with the potential for permanency down the line Fantastic B2B and B2C Brand with a warm and positive culture where you can grow and develop Great salary and benefits - $150,000 - $170,000 inc super How to apply Please apply via the link below or send your CV to jcorrigan@sharpandcarter.com.au
