Senior CX & VoC Lead

Ridley Corporation Ltd; Brisbane; On-site; AUD 120,000 - 160,000; Full time

Job summary

Seqwater in Brisbane is seeking a Lead Customer Experience to run the organisation's Voice of Customer program, ensuring customer feedback, experiences and insights are captured, analysed and translated into action.

Working with stakeholders across the business, you will establish listening frameworks, champion customer-focused initiatives, and embed customer perspectives into decision-making to drive continuous improvement and better outcomes for communities.

Qualifications

• Experience designing, implementing and improving Voice of Customer programs.
• Strong analytical capability to synthesize feedback and data into insights.
• Ability to influence stakeholders and embed customer-centric thinking.

Responsibilities

• Lead the Voice of Customer program and ensure feedback is captured, analysed and translated into action.
• Establish and maintain customer listening frameworks across the business.
• Champion customer-focused initiatives and embed customer perspectives into decision-making.

Skills

VoC program design

Analytical capability

Stakeholder influence

Customer insights

Business alignment

Education

Tertiary qualification in Business/Customer Experience/Marketing/Analytics

Job description

Seqwater in Brisbane is seeking a Lead Customer Experience to run the organisation's Voice of Customer program, ensuring customer feedback, experiences and insights are captured, analysed and translated into action.

Working with stakeholders across the business, you will establish listening frameworks, champion customer-focused initiatives, and embed customer perspectives into decision-making to drive continuous improvement and better outcomes for communities.