This is a Voice of Customer (VoC) Specialist role with HotDoc based in Melbourne, VIC, AU HotDoc Role Seniority - mid level More about the Voice of Customer (VoC) Specialist role at HotDoc Welcome to HotDoc! Founded in Melbourne, Australia in 2012, HotDoc is Australia’s largest patient engagement platform with over 8 million app downloads in Australia. The past 18 months have seen massive growth for our business, our team, and our community. We now work with over 21,000 practitioners around Australia, including GPs, Allied Health, Dental Practices, Specialists, and Optometrists. We have ambitious goals to improve the healthcare experience for everyone in Australia with exceptional patient journeys, and we’re looking for extraordinary individuals to help us get there. Role Purpose & Context At HotDoc, our purpose is to improve the healthcare experience for everyone in Australia, by improving the way that patients and doctors communicate. We're passionate about building products that have a real impact on patient health outcomes and delivering services that support the growth and sustainability of Australian healthcare. The CX Operations team is at the forefront of collating our customer insights and sentiments - by gathering frontline feedback and translating it into clear recommendations with measurable impact. You will play a key role in strengthening our understanding of the customer experience, alongside acting as the perpetual champion of the customer, ensuring that customer and patient voices are at the centre of decision-making. Why join HotDoc? Join a purpose-driven team where your work directly impacts practices and patients across Australia. As our Voice of Customer Specialist, you’ll ensure that our customer sentiment feeds into driving change towards better care over at HotDoc. Here’s what you can look forward to: Exciting challenges, impactful work: Be part of innovative projects that improve the patient experience and streamline practice operations. Every day, you’ll see how your efforts contribute to better healthcare outcomes. Collaborative environment: Work with a supportive team that thrives on shared successes and continuous improvement. Autonomy with Support: Enjoy the freedom to own your accounts and make impactful decisions, with your leader and team always there to back you up. What will you be doing? Leading and executing HotDoc’s Voice of Customer (VoC) program to surface meaningful customer insights. Designing and running customer research initiatives; including interviews, surveys, focus groups and sentiment analysis. Analysing NPS, CSAT and qualitative feedback to uncover themes, trends and underlying drivers of customer behaviour. Supporting the preparation of clear and compelling VoC reports that translate insights into actionable recommendations for Product, Marketing, Support and CX teams. Championing the customer voice across HotDoc, ensuring decisions are grounded in real customer experience. What you must have to apply for this role Experience running customer/user-experience research or Voice of Customer programs that drive business outcomes. Strong qualitative research capabilities, including the facilitation of collection methods, data analysis and data synthesis. Familiarity with customer satisfaction metrics such as NPS, CSAT, survey design and qualitative feedback methodologies. Excellent communication and storytelling skills, with the ability to translate findings into clear, engaging content. A customer-obsessed mindset with confidence in engaging directly with customers. Ability to work in a fast-paced environment with shifting priorities and multiple stakeholders. You’re just the person we’re looking for if you can demonstrate that You’re naturally curious and driven to understand the ‘why’ behind customer behaviour. You bring a strong sense of empathy, always putting the customer at the centre of every decision. You can translate complex qualitative feedback into compelling stories that inspire action. You’re proactive, resourceful and able to make progress even when information is ambiguous. You’re a natural collaborator who builds trust-based relationships across diverse teams. You are passionate about improving the healthcare experience for patients and practices across Australia. What do our employees love about working for HotDoc? Our people are at the heart of HotDoc. We are an employee first company, and recognise that we can’t provide a great patient experience if we don’t look out for our employees. HotDoc staff enjoy the flexibility to work from home and from our Melbourne HQ. Access to our comprehensive Health & Wellbeing Program A generous Learning and Development Budget Parental leave benefits program including paid baby sleep school, first aid courses and EAP for primary and secondary care givers Company wide events & activities at our HQ in Melbourne for all remote and hybrid staff to attend several times a year In office collaboration days where our teams participate in workshops and planning Private and confidential EAP program for all employees from day one In house Career and Strengths Coaching tailored specifically to every employee Please note, we ask that all local staff make an effort to attend our Melbourne HQ once a week to better build relationships, get to know their teams and to meet the other members of staff they might not have the opportunity to during a normal working day. If this is not possible please ensure you speak to the hiring manager during the recruitment process so we can assist with flexible working considerations if required. This role is only open to residents of Australia with full working rights. HotDoc is a place where you can be you. HotDoc prides itself in being an inclusive and diverse workplace; in fact, we celebrate it. If there are any alternative considerations you might require to perform this role or if there is anything we can do to assist you in the application process please let us know. We will do our best to make this a great experience for you. Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the HotDoc team will be there to support your growth. Please consider applying even if you don't meet 100% of what’s outlined Key Responsibilities Leading and executing VoC program Designing customer research initiatives Analysing customer feedback Key Strengths Customer/user-experience research Qualitative research capabilities ️ Communication and storytelling skills Familiarity with customer satisfaction metrics ❤️ Customer-obsessed mindset Collaboration skills A Final Note: This is a role with HotDoc not with Hatch.