Voice of Customer Operations Lead
Core
Lead operational management of the Voice of Customer platform to transform member feedback and contact center interactions into actionable insights for business improvement.
Role type
Senior IC Voice of Customer Operations Lead
Builds
Customer experience measurement platform, dashboards, and strategic insight reports
Domain
Superannuation / Financial Services / Customer Experience Analytics
Deliverable
production ML models | dashboards & analysis
Required skills
Voice of Customer platform administration, enterprise survey design, data management, statistical analysis, text analytics (NLP), stakeholder management, regulatory compliance
Preferred skills
Natural language processing, transcript analysis, superannuation industry experience
Technologies
Qualtrics, Medallia, InMoment
Responsibilities
Lead operational management and administration of the Voice of Customer platform; Design, program, and maintain surveys, web intercepts, and distribution automations; Develop dashboards, insight reports, and sentiment analysis; Source and troubleshoot data flows and contact import processes; Manage survey protocols for privacy and regulatory compliance; Generate strategic insights through driver analysis and statistical techniques; Coach colleagues on platform usage and best practices
Seniority
Senior, hands-on IC
