Manager, Voice of Customer Program
Exceptional opportunity to join the Foxtel team and make an impact as Manager, Voice of Customer Program!
Summary about this job
Management & Support
Company: Foxtel Management Pty Limited
Location: Melbourne
Work type: Full Time
Salary: n\a
Phone: +61-3-8089-8316
Fax: +61-2-9243-7944
E-mail: n\a
Site: n\a
Detail information about job Manager, Voice of Customer Program. Terms and conditions vacancy
- Free Premium Foxtel
- Make an Impact
- Supportive and Fun Environment
Our purpose at Foxtel is to effortlessly connect Australians to all the stories they love. We believe Foxtel is for everyone, and everyone deserves to experience all the entertainment, drama, sport, news and lifestyle content they want - when they want, and how they want.
At Foxtel we work as a team, we’re agile and we’re accountable. We put the customer first and we’re passionate about what we do. We have fun and we’re different, better, special.
We’re searching for a Manager, Voice of Customer Program, to champion the awareness, understanding and utilisation of VoC feedback to drive improvements across the Foxtel customer experience.
Responsibilities:
- Act as a strong subject-matter expert on customer surveys and feedback with in-depth knowledge of Foxtel customers and customer journey experiences
- Ownership and management of relationship and contractual commitments with VoC platform provider MaritzCX
- Manage customer survey/data collection process, feedback system and reporting/dashboards and evolve with organisational changes
- Ensure customer survey data, feedback system architecture and reporting/dashboards are current, accurate and structured in a meaningful manner including governance of survey quarantining, prioritisation rules and analytics categories
- Ownership for VoC platform administration including user set up and access, training and platform enhancements.
- Vigilant awareness of emerging Foxtel customer experience data trends and opportunities
- Provide data-driven insights to guide the transformation and improvement of Foxtel’s customer experience
- Understand Foxtel’s best practices and experience gaps
- Understand industry best practice for VoC programs to drive overall effectiveness in Foxtel’s VoC program
- Develop improvement action plans with the business and lead governance process through Customer Council forum
Experience and capability:
- 3+ years work experience in an analytic/strategic role
- Demonstrated ability to translate data into actionable recommendations
- Solid analytical thinker with desire to drive customer experience and business operations improvements
- Familiarity with a full range of qualitative and quantitative research tools and techniques; experience with or in-depth knowledge of surveys tools
- Demonstrated ability to effectively communicate to, motivate and inspire a diverse group of individuals, including senior managers
- Excellent judgment and independent decision making skills
- Exceptional time-management skills with ability to manage competing priorities
What’s in it for you?
We have a benefits program with something for everyone. But we’re in the entertainment business and we connect Australians to all the stories they love, so what would a Foxtel benefits program be without a free Foxtel subscription and discounted broadband!
Above all, we love entertainment and, if you do too, you’ll love working with us. So if you’re excited about this opportunity, please click ‘Apply now’.