Address- Great Career Opportunity - help to design a Voice of Customer feedback program and insights
- Permanent, Full-time
- Sydney Located
- Hybrid Working - Blend of working from Sydney CBD office and home
About Us
Established in 1988, Rest is one of Australia’s largest profit-to-member superannuation funds.We support nearly two million members, with around $75 billion of funds under management and are recognised as a responsible investment leader*.
We believe when members understand and engage with their super, they’re more likely to get a better retirement outcome. Everything we do at Rest is underpinned by our values and behaviours, we want to Be Daring, Keep it Simple, Take Action and Have Grit. To put it simply we want our people to thrive and love the work they do.
About the Role
The VoC (Voice of Customer) Insights and Research Manager supports a range of business stakeholders by providing an evidence-base for decision making derived from primary and secondary research sources. The role is focused on helping to design and deliver a Voice of Customer feedback program and insights to support Rest achieve the best understanding of the attitudes, needs and behaviours of members to assist with decision making, prioritisation and achievement of strategic objectives for the member and employer experience.
Contribute thought leadership and tactical support to business stakeholders to execute on strategy for Rest.
- Responsible for oversight and development of Rest’s Voice of Customer feedback program of post-interaction and relationship surveys, including:
- Responsible for the administration of the Maritz/InMoment platform and the support for users across Rest and business partners;
- Evaluate, monitor and improve effectiveness of existing data sources, tools and services used by the Voice of Customer feedback program;
- Identify and develop new data sources for Voice of Customer feedback program;
- Responsible for ensuring data integrity, accuracy, security and data confidentiality in data provided to stakeholders, as well as ensuring all data complies with legal regulations;
- Responsible for identifying, analyzing and interpreting trends, patterns and stories told by customer data and its sources, including the development of actionable insights and recommendations that support business stakeholders.
- Responsible for conducting research in-house, including recruitment, design of research activities, data analysis, insights development and reporting.
- Operate in agile environment as research and insights SME to support business unit requirements.
Contribute to developing and maintaining best practice for research and Voice of Customer programs, including setting standards for best practice.
