* Join NEX, setting a new standard in new home construction and building better futures
* Key role unlocking VoC trends, themes and producing actionable insights
* Norwest location I Rewarding salary and great employee benefits
The NEX Building Group is a diverse and expanding organisation with over 1,400 passionate employees. Our purpose is to build beautiful homes for Australians. Established in 1987 and continuing to evolve both organically and through acquisition, we are well positioned for growth and committed to achieving our vision of being Australia's leading home building group. Our iconic brands include McDonald Jones, MOJO Homes, Weeks Homes, Wilson Homes, Arden Homes Brighton Homes and Supaloc Steel Frames.
From architecturally designed first homes and multi-residential projects to luxurious residences and investment properties, our brands strive to set the benchmark in the new home building industry while ensuring that our people, both customers and employees, are at the centre of everything we do along the way.
About the opportunity
You will report to the NEX Building Group's Head of Customer Experience and be an integral member of the Customer Strategy team as we shape the group's Customer Experience of the future. The key focus of this role is to champion the customer by designing, building and scaling a best-in‐class, omnichannel Voice of the Customer (VoC) programme. The programme will capture feedback across every touchpoint‐digital, physical, contact centre and social media throughout the home‐building journey. More specifically, you will:
* Integrate customer feedback from surveys, reviews, contact centre interactions and digital channels to build a clear picture of how our customers feel about their experience
* Manage day‐to‐day use of Microsoft Dynamics 365 Customer Voice, including building surveys, distributing them at key milestones, and tracking measures like NPS and customer satisfaction
* Produce monthly NPS reporting, including analysis, commentary, and presentation of results to senior stakeholders, tracking trends, identifying drivers of promoters and detractors, and recommending actions
* Work with data from across the business (sales, construction, customer care) to understand what's influencing customer satisfaction and where improvements can be made
* Build and maintain dashboards and reports that make customer feedback easy for teams and leaders to understand and act on
* Turn customer feedback and data into clear, practical insights that teams can use to improve the way we design, build and deliver homes
* Partner with sales, construction and customer teams to embed customer insights into planning, process improvements and service enhancements
* Be an advocate for our customers, ensuring their voice is reflected in decisions that impact their overall experience
* Monitor the landscape for emerging tools, methodologies, and best practices in customer insight and feedback technology
About you
You will share a passion for our purpose and be aligned to our core values; people matter, better together, be accountable, and think bigger. In addition, you will bring:
* 5+ years' experience in customer insights, CX analytics, market research or similar
* Strong stakeholder management skills, with the ability to influence at a senior level
* Proven hands‐on experience with Microsoft Dynamics 365 Customer Voice, including survey design, logic configuration and metric setup
* Experience building and running Voice of the Customer (VoC) programs
* Strong understanding of omnichannel customer listening, including integrating multiple feedback sources into a unified view
* Ability to analyse and connect customer insights with commercial and operational data to drive meaningful outcomes
* Proficiency in Power BI or similar BI tools, with experience building dashboards for stakeholders
* Solid understanding of CX metrics (NPS, CSAT, CES)
Our perks and benefits
* Discount on building a home with any of our building brands (after qualifying period)
* Income protection insurance– 100% funded by NEX. Covers up to 2 years at 75% of base salary in case of illness or injury
* Purchased leave – opportunity to apply for up to 2 weeks extra leave each year
* Paid Parental leave - 12 weeks for the primary carer and 4 weeks for secondary carer (we're proud to be industry leading with this benefit!)
* Employee discounts on gym memberships (Fitness Passport), motor vehicles (Mitsubishi), home appliances, energy, health insurance and more
* AIA Vitality health and wellbeing program
* A genuine focus on diversity and inclusion (we're proud of our Women in Construction Program and annual Building Inclusivity Awards)
* Employee assistance program to support your mental, financial and physical wellbeing
* A huge catalogue of online learning and ongoing professional development programs
* NAWIC and HIA corporate membership
* Attractive remuneration
* And so much more!
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