Senior Manager of Consumer NPS Insights
Job Description:
We are seeking a Senior Manager to lead the delivery and interpretation of Net Promoter Score (NPS) insights. As a key member of our Group Research and Insights function, you will be responsible for driving decision-making and improving customer experience throughout the organization.
Your primary goal will be to inform and deliver strategic solutions that drive customer advocacy and satisfaction. You will work closely with cross-functional teams to utilize data and create meaningful insights.
This is an exciting opportunity to work in a fast-paced environment, collaborating with stakeholders and using research statistics to produce actionable recommendations.
Key Responsibilities:
* Lead the Consumer NPS program autonomously, balancing multiple stakeholder requirements and conflicting requests.
* Oversee all NPS reporting, including ongoing monthly deliverables, ad-hoc requests from stakeholders, deep dives, leadership dashboards, and Investor Relations deliverables.
* Present findings and recommendations to stakeholders in a compelling and structured manner, facilitating discussions that drive decision-making.
* Become a subject matter expert on NPS, advocacy, and market share for CBA's retail customers, acting as a trusted advisor on retail CX insights.
Required Skills and Qualifications:
* Market research experience, preferably with both Agency and Client-side experience.
* Proven research project management skills, managing large-scale ongoing programs and juggling competing demands.
* Experience driving customer advocacy or satisfaction, ideally within the Financial Services industry.
* Solid understanding of research statistics and ability to synthesize analysis across various sources to produce meaningful insights.
Benefits:
We offer flexible working arrangements, including at least half of your time each month connecting in office. We also provide opportunities for professional development and growth, as well as a supportive team environment.
About This Opportunity:
As a Senior Manager of Consumer NPS Insights, you will have the chance to build client relationships, understand business issues, and develop strategic solutions that drive customer advocacy and satisfaction.