Director, Global CX Insights & Analytics

Novotech; Sydney; Hybrid; AUD 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid working arrangements

Flexible working hours

Paid parental leave

Wellness programs

Ongoing development programs

Job summary

Novotech in Sydney seeks an Associate Director of Customer Experience Insights to lead the global VOC, CX measurement and analytics, translating data into actionable business insight that enhances client retention and performance.

You will design surveys, manage platforms like Qualtrics, build Power BI dashboards, partner with commercial and operations teams, and drive continuous improvement across multiple markets.

Qualifications

• Significant experience designing and owning VOC/CX insights programs in a complex B2B org.
• Deep knowledge of survey design, sampling, segmentation and CX measurement.
• Strong quantitative and qualitative analytics across multiple data sources.

Responsibilities

• Design and evolve global Voice of Customer strategy and measurement framework.
• Own enterprise survey platforms with governance and reporting standards.
• Develop scalable CX dashboards and executive reporting across markets.
• Partner with commercial, operational and tech teams to translate insights into actions.
• Establish governance, standards and continuous improvement of CX data and analytics.

Skills

Voice of Customer

CX insights

Survey methodology

Data analytics

Stakeholder management

Power BI

Excel

SQL

Education

Analytics/Statistics/Market research degree

Tools

Qualtrics

Power BI

Excel

SQL

Job description

Novotech in Sydney seeks an Associate Director of Customer Experience Insights to lead the global VOC, CX measurement and analytics, translating data into actionable business insight that enhances client retention and performance.

You will design surveys, manage platforms like Qualtrics, build Power BI dashboards, partner with commercial and operations teams, and drive continuous improvement across multiple markets.