Customer Listening Lead (Voice of Customer)
Core
Transform Voice of Customer program into an enterprise-wide capability by integrating feedback from surveys, complaints, and operational data to drive customer experience improvements.
Role type
Senior program lead (Voice of Customer)
Builds
Enterprise-wide customer listening capability and feedback integration frameworks
Domain
Financial services / Superannuation
Deliverable
product features
Required skills
Voice of Customer program expertise, project management, stakeholder influence, data governance, regulatory compliance, process design, cross-functional partnership
Preferred skills
Qualtrics experience, large-scale transformation delivery, market research background, longitudinal tracking program design, financial services industry knowledge
Technologies
Qualtrics
Responsibilities
Lead planning and delivery of Customer Listening Program transformation workstreams; Develop and maintain program frameworks, delivery plans, and governance materials; Design surveys, dashboards, and closed-loop feedback mechanisms; Integrate structured and unstructured feedback from multiple touchpoints; Create training guides and facilitate program adoption; Ensure activities meet regulatory and privacy obligations.
Seniority
Senior, hands-on IC
