Research Manager - Customer Satisfaction & Analysis - CX

Job Title: Research Manager - Customer Satisfaction & Analysis - CX
Contract Type: Permanent
Location: Sydney
Salary: Attractive Salary - Depending on Experience
Start Date: 2018-01-22
Reference: JO-1801-9098
Contact Name: Karen Aldrich
Contact Email: [email protected]
Job Published: January 22, 2018 11:22

Job Description

Our Client

Based in North Sydney, our client provides a dynamic and fast paced environment. The team is high performing, hard working and innovative. This is an excellent opportunity to join at a critical phase, where you can really influence and shape the future.

Broad range of focus across B2B and B2C

This is initially a 2 Year Fixed Term Contract,with the potential to extend. You will receive full company benefits including annual and personal leave

The Role 

Reporting to the Executive Manager - Research, this role will see you responsible for CX Research and Analysis function, focusing on CSat.

This includes accountability for:
  • CX the measurement program
  • Commercial vlalue and ROI strategy for CX
  • Leadership of 2 x CX analysts
Looking after 6 main questionnaires, with underlying inricacies, this role is focused on delivering the program and insights to C Level stakeholders, as well as evolving the program to add additional value. It will require you to liaise with a broad range of stakeholders, including execs and C Level. 

These programs have a high degree of focus within the organisation and you will gain the satisfaction of seeing results implemented quickly.
  • Overall accountability for CX Measurement program - focusing on end user experience, measuring customer experience - inlcudes product scorecards, regularly reporting, tracking and analysis. Defining and tracking customer metrics and lead delivery of insights into broader programs
  • Commercial Value and ROI - focusing on delivering optimal customer experience - looking at whether the company is investing in the right area to achieve results. Work with key stakeholoders to implement priorities against measured drivers of satisfaction
  • Subject Matter Expertise - ensure effective measurement and tracking of customer impacting programs
  • Team Management - ensure analysts are highly engaged and able to deliver effectively
About You

To be successful in this role, you must be able to demonstrate: 
  • At least 5 years of experience in Research, ficusing on Customer Satisfaction / CX using quantitative research methods, with a strong background in research design 
  • Demonstrable experience in leading end-to-end design or research projects and applying human centred design to meet real business problems
  • Highly competent in at least one of the following design principles - Customer Experience, Service Design, Design Thinking, Human Centred Design or User Experience
  • Relevant degree qualifications in Research, Business, Marketing, Statistics, Psychology or similar
  • Experience managing research agencies to deliver programs focusing on CX and broader quantitative research techniques and data sampling requirements across a broad range of techniques
  • High level of stakeholder management skills - across the business at all levels, including wokshp facilitiation
  • Ability to be flexible and also work through difficult problems professionally
  • Outstanding written and verbal communications skills, with the ability to organise and disseminate relevant information to key stakeholders effectively 
  • A proactive and flexible attitude, with the desire to achieve and ability to work in fast paced environment
This is an outstanding and rare opportunity to join a high performing team, in a high profile role that you can truly make your own.  

For a confidential discussion, please call Karen Aldrich on 02 8023 5607. Please apply with your CV below

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