**Role Overview**:
The work in Customer Experience (CX) for our clients is broad and diverse. We work closely with our clients to:
- Help them understand their customers and diagnose the quality of the experiences they deliver today
- Help them identify and shape the experiences they want to deliver to their customers tomorrow
- Help them measure experiences to move the needle on the moments and metrics that matter
This role will suit an enthusiastic and talented researcher with strong expertise and experience in, and passion for, Customer Experience research. As part of the growing CX team, you will support the delivery of Voice of Customer (VOC) programs for some of Australia's largest businesses across the telco, retail, finance and utilities industries, as well as government.
The team is experiencing significant growth and strong momentum, having won a number of significant CX programs in recent months. The new programs are a mix of those transitioning from incumbent programs and first-time greenfield implementations, ensuring a lot of variety working with clients across different levels of CX maturity and experience. This opportunity will see you working with clients across initial program design & architecture, program implementation, ongoing development and through to delivering deep insight on the customer moments that matter.
Specifically, this role will include
**SUPPORTING EXISTING CX PROGRAMS**
Supporting the ongoing delivery of a large-scale CX program in the telco/utilities space, that covers key episodes in the customer journey, the ongoing customer experience and integrated market perceptions and sentiment measurement. This is a mature program which is in an exciting phase of development as the client looks to build a more agile and responsive program to help inform, measure and track performance of new business initiatives. This is a high-profile program both for our client and internally presents a great opportunity to really make a difference and contribute to improving the day-to-day experience of millions of customers across Australia.
Specifically, on this program you will be:
- Working alongside other team members to produce and QA regular monthly reporting in Excel, PowerPoint and InMoment dashboards
- Working with a range of panel partners to script, update, test and field surveys
- Undertaking ad-hoc analysis, using Q software, as required
- Assisting with the implementation of new CX research programs that measure episodic experiences. Working closely with our technology partner InMoment, you will ensure the implementation of these programs into the existing set-up is smooth, effective and on time.
- Planning for and attending weekly WIP meetings, updating program documentation and other project management activities
- Assisting in responding to custom CX research briefs that come from the insights team from time to time
Support the ongoing delivery and program development of other CX research programs across retail, telco, finance, utilities and government.
Key responsibilities will include:
- Building out these programs with additional platform functionality such as closed loop feedback, digital web and app-based surveys, new dashboards, text analytics review and CRM integration etc. Working alongside our internal technical resources you will design, brief in and test these solutions prior to launch with the client.
- Survey development, iteration and implementation (questionnaire writing, scripting QC, invitation development etc)
- Supporting ongoing reporting
- Development of deep dive reporting on key initiatives and issue areas as required from time to time
**PLAYING A KEY ROLE IN THE DESIGN AND DEVELOPMENT OF NEW CX PROGRAMS**
As we win new CX research projects - potentially both ad-hoc and continuous tracking, this role will be involved in the design and implementation of this work. With this will come the opportunity to drive programs and play a key role in their implementation.
Specifically, this may include:
- Stakeholder interviews to understand client needs from the program and potentially customer in-depth interviews to understand the moments that matter across the customer journey
- Program architecture development (which journeys, interactions, which offer areas/products, which customers, who within customer and when/how to engage)
- CX Measurement framework development (metrics that matter, how measured and how often)
- Technical program design and implementation working alongside our technical team & research operations capability
- Design and delivery of the reporting ecosystem - both in and out of platform deliverables
- Officially launching the programs with our clients, supporting them to drive engagement within their business
- Immersing yourself in the client's business to establish a credible base of knowledge from which to draw on to support their ongoing customer experience objectives
- Developing these client relationships to ensure t