**Transforming Customer Experience at SquareTrade**
We're not just transforming the consumer electronics insurance space - we're redefining it. Our award-winning customer-first mindset has made us the trusted partner of global giants like JB Hi-Fi, Amazon, Walmart, and T-Mobile. With 5-star reviews in the tens of thousands and a presence spanning San Francisco, London, Tokyo, and Melbourne, we're scaling our customer experience (CX) efforts across borders.
As we evolve, so does our CX strategy - and we're hiring a leader who can elevate the Voice of Customer (VoC) function and embed customer insights into the heart of our decision-making.
**Job Description:**
This high-impact role will help shape SquareTrade's Voice of Customer strategy in Melbourne, Australia. You'll work across time zones and teams to drive measurable improvements in how we serve and delight our customers. You'll own our feedback programs, surface actionable insights, and drive cross-functional initiatives that improve satisfaction, loyalty, and operational efficiency.
You'll regularly present your insights and recommendations to senior leaders and global stakeholders, making storytelling and stakeholder influence a core part of your toolkit.
Key Responsibilities:
* Contribute to the design and ongoing development of SquareTrade's Voice of Customer program, helping to maintain a continuous feedback loop across all customer touchpoints.
* Support the tracking and analysis of key CX metrics - CSAT, NPS, and CES - to help identify friction points and highlight moments of delight.
* Manage and enhance customer feedback tools, particularly Qualtrics, and explore other channels (social, email, call logs, etc.) to deepen insights.
* Conduct root-cause analysis and develop business cases to improve the end-to-end customer journey (e.g., claims process, repairs, communication).
* Deliver visual reports and dashboards to share insights across Product, Operations, Support, and Leadership teams, translating data into stories that compel action.
* Champion a closed-loop feedback culture, ensure teams act on insights, resolve individual issues and track impact.
* Lead cross-functional CX projects and collaborate with global teams to implement and scale improvements.
* Facilitate customer-centric workshops, CX working groups, and action-planning sessions across departments.
* Stay on top of global CX best practices, analytics trends, and emerging tools, keeping SquareTrade's approach innovative and human-centred.
Qualifications:
1. Customer-obsessed - You think like a customer and advocate for them relentlessly.
2. A natural storyteller - You simplify complexity, bring data to life, and engage both execs and peers with your insights.
3. Analytical and curious - You love digging into data, asking