Head of Customer Experience & VoC Insights

Seqwater; Brisbane; Presencial; AUD 120.000 - 150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive remuneration

Employee benefits

Descripción de la vacante

Seqwater is leading a transformation to strengthen customer experience across South East Queensland. As Lead Customer Experience, you will manage the Voice of Customer program, turning feedback into actionable improvements that influence decisions and drive performance.

You will partner with stakeholders across the business to embed customer perspectives into strategy, leveraging surveys, research and operational data to identify trends and opportunities for better service delivery.

Formación

• Tertiary qualification in Business, Customer Experience, Marketing, analytics or related discipline.
• Designing and implementing VoC programs and customer insight strategies.
• Strong analytical capability to synthesize feedback into insights and evidence-based recommendations.
• Ability to influence stakeholders at all levels to embed customer-centric thinking.

Responsabilidades

• Lead the organisation's Voice of Customer program, ensuring feedback and insights are captured and translated into action.
• Establish and maintain customer listening frameworks and embed customer perspectives into decision-making.
• Identify trends from feedback, surveys and data, developing improvement strategies and driving continuous enhancement of customer experience.

Conocimientos

VoC design

Analytical capability

Stakeholder influence

Customer-centric thinking

Educación

Business/Analytics degree

Descripción del empleo

Seqwater is leading a transformation to strengthen customer experience across South East Queensland. As Lead Customer Experience, you will manage the Voice of Customer program, turning feedback into actionable improvements that influence decisions and drive performance.

You will partner with stakeholders across the business to embed customer perspectives into strategy, leveraging surveys, research and operational data to identify trends and opportunities for better service delivery.