Voice of Customer Analyst

Location Southbank
Discipline BI, Data & Analytics
Job reference 173821
Salary + 10% bonus

Manpower Group are proud to exclusively partner with our client CPA to find a Voice of Customer Analyst. The role can be based in Melbourne, Sydney or Brisbane. Report to the Research Manager ( Experience Design team)

All candidate applications will be managed by Manpower Group directly. Permanent Residents and Australian Citizens only.

About the client - CPA

Our client is Australia's leading professional accounting body and one of the largest in the world. They have more than 172,000 members in over 100 countries and regions. Their core services include education, training, technical support and advocacy. They provide thought leadership on local, national, and international issues affecting the accounting profession and public interest. They engage with governments, regulators, and industries to advocate policies that stimulate sustainable economic growth and have positive business and public outcomes.

Purpose of the role:

Global Member Experience design team delivers seamless member experiences across our member journeys. They do this by shaping the strategy and delivering a consistent global service for our members, that is responsive to local context, no matter how they choose to connect with us. They are responsible for delivering data-driven and member-centric interventions, member experience, and engagement with Divisions and Divisional Councils to drive member growth, retention, and satisfaction.

  • Reporting to the Research Manager, the Voice of Customer (VoC) Analyst is responsible for managing the activities to collect and analyse data for CPA Australia's VoC Program. You will play a key role in supporting insight-led innovations that drive improvements in Customer Experience (CX) and ensuring the voice of member (VoM) is represented in decision-making.
  • In partnership with the Research Manager, you will design questionnaires for key moments that matter (MTM) across the lifetime journey that align to the enterprise feedback approach.
  • You will be responsible for programming VoC surveys in CPA's Customer Feedback Management software, as well as analysing and reporting on results once feedback is collected.
  • In addition to analysing survey data, you will also analyse operational data to build a holistic view of CX across multiple channels and interaction types. Specifically, you will be responsible for analysing data from NICE CXOne Interaction Analytics (IA) to support Contact Centre agents to deliver exceptional service to members that is personalised to their needs.
  • You will have a curious mindset and an ability to connect insights to both strategic and operational improvement opportunities.
  • The role also requires collaboration with key stakeholders across the business to support the delivery of the member experience strategy and journey interventions aimed at improving member satisfaction.

Qualifications and experience :

  • Bachelor degree or equivalent in relevant field such as Business, Marketing, Psychology, Statistics.
  • At least 3 years experience in a market research agency or experience managing VoC programs will be highly desirable.
  • Applied knowledge of quantitative research methods and statistical analysis.
  • Effective communication skills with the capability to influence and guide decision-makers.
  • Excellent report writing and presentation skills, with an ability to communicate complex research//statistical findings to non-researchers that inspire action and drive transformational changes in experience.
  • Strong business acumen, with an ability to connect insights to business outcomes
  • Ability to manage multiple projects whilst working in a fast-paced environment
  • Strong knowledge of Power BI is required ( Intermediate level ) MS Word, Excel, and PowerPoint
  • Experience using customer feedback management software (e.g., Qualtrics, Medallia, QuestionPro, NICE CXOne Feedback Manager) is highly desirable.

A values-led organisation:

  • CPA are a Values led organisation, they Create opportunity, Pursue excellence, Achieve together.
  • Monthly Health and Wellbeing sessions, weekly learning labs, generous reward and recognition program.
  • The people, you'll work with like-minded and talented colleagues who aspire to be the best.
  • Our members, they are at the heart of everything that we do.
  • Flexible work, come to our offices and collaborate with the team one day, work from home the next
  • Busy, fast paced, and passionate about what we do
  • Paid parental, volunteer, study leave, and the ability purchase additional leave.
  • Annual incentive scheme
  • Learning & Professional Development opportunities
  • They are global, so global mindsets are encouraged.

If this role sounds like your next opportunity, get in touch with Dani Easterbrook for a confidential discussion or email me:

To APPLY for this role, please upload your CV in WORD format. This role is open to Perm Residents or Australian Citizens only and only shortlisted candidates will be contacted.

Closing Date: 29th Feb 2024

Dani Easterbrook
Senior Manager

Let's Connect

+ 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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