CX Research & Insights Manager - this is a new Permanent role based in Melbourne, reporting to the Global Customer Experience Manager.
Role Purpose: To put customers at the centre of what the client does.
- You will design, capture, share and engage in their customers digital, virtual and physical experiences. Bring to life their needs, pain and gain points for business and customer led improvements, across a range of listening posts and channels, to ensure a connected customer first story.
- The primary objective of the role is to lead the CX research function and team (based offshore) to deliver highly accurate, impactful and actionable CX insights across the business, driving customer led requirements into their innovation agenda and product teams.
- The role will be customer and data led leveraging insights to remove bias from the business and ensuring our customers voices are heard.
About you:
- Ideally you will be looking to take the next step in your career in leading a market research team. If you are currently a CX Analyst, CX Insights Specialist or hold a similar role within a customer/service based industry, then you might want to read about this great role.
- 4-6+ years' experience in a data and insights function with B2B and B2C CX expertise, ideally with B2B2C experience; global expertise advantageous, working in diverse global and multi-country environments
- ideally in a technology environments across digital, virtual and physical channels
- 2-4+ years' management experience of data and market research teams
- experience in CX customer insights programs; expert in systematic and objective identification, design, collection, analysis, reporting, dissemination and use of relevant insights, within a large-scale enterprise, deriving meaningful insights and actionable insights, across voice of customer, customers, stakeholders and competitors' data & research, operational, financial, retention and acquisition data and feedback, used to inform, support or challenge strategic objectives.
- Creative in designing and delivering high impact presentations; significant attention to detail and keeping all artefacts current ; strong monitoring, tracking and reporting capability
- strong understanding of customer strategy, marketing and CX functions, including understanding of customer centric thinking ; understanding the interplay between data, insights, engagement and innovation
- excellent customer and stakeholder engagement and management skills, including engaging interviewing skills ; strong communication skills ; excellent written, verbal and presentation skills
- Agile, Human Centred Design and/or Design Thinking experience
- expertise using, programming, and reporting from CX software e.g. Qualtrics, Medallia e.g. Mentimetre, Miro, Mural
- expertise using and manipulating data through visualisation tool e.g. PowerBI, Qlik, Tableau
- be a strategic thinker who is capable of synthesising and connecting complex information from multiple sources
- be highly organised and able to manage competing priorities; identify and overcome challenges and issues pragmatically
Qualifications and Industry experience:
- university degree qualifications or relevant industry | business experience
- knowledge of the Higher education |ed-tech sector a bonus
- this is a 'hands on' role ; research is typically insourced and much is 'always on' ;our global function requires flexibility to work across global time zones
If this sounds like a great career move, reach out to Dani Easterbrook or APPLY here
Closing Date: 14th June 2022
Dani Easterbrook
Senior Manager
Let's Connect
https://www.linkedin.com/in/dani-easterbrook-086b558/
+ 61 413 471 770
ManpowerGroup is committed to being a Diversity Confident Recruiter and encourages applications from people from a diverse range of backgrounds, including people with a disability. Please indicate your preferred method of communication in your resume and please let us know if you require any reasonable adjustments should you be contacted for an interview.
Aboriginal and Torres Strait Islander people are encouraged to apply.
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