Voice of Customer Specialist

Location: Brisbane
Job Type: Permanent
Discipline: Sales, Marketing, Communications & Digital
Reference: 1514471
Posted: 20 days ago
Troocoo is excited to be working with a global travel company to recruit a Voice of Customer (VoC) Specialist. This role is central to the company's global VoC programs, impacting customer experience from small interactions to large strategic initiatives. It drives the business to be customer-centric and brings the customer’s perspective to every decision-making process.

Your days will be focused around;

Manage VoC programs in Qualtrics
  • Update the configuration for existing surveys to meet evolving business needs
  • Develop new surveys and/or dashboard pages
  • Automate processes wherever possible (e.g., survey contact list, notifications, ticketing, reporting)
  • Integrate Qualtrics with relevant systems such as Salesforce
  • Incorporate VoC data into systems like PowerBI
  • Drive efforts to close data gaps in survey contact lists
Stakeholder Engagement
  • Regularly meet and support key stakeholders globally
  • Keep stakeholders engaged and manage their expectations
  • Provide expert advice on the VoC program
  • Enhance stakeholders’ understanding of customer needs and insights
VoC Analysis, Insights, and Reporting
  • Act as the central knowledge hub for customer insights
  • Connect CX metrics with business KPIs
  • Consolidate customer experience insights and make them accessible to inform decisions
  • Generate deep customer insights using VoC and operational data
Who you are:

You are experienced in using Qualtrics or similar platforms to manage a Voice of the Customer (VoC) program, demonstrating skill in survey design, data analysis, and reporting. You excel at stakeholder engagement and communication, ensuring effective collaboration and alignment. Comfortable navigating complex data systems for survey automations, you bring a deep knowledge of change management to seamlessly implement new processes. Additionally, while it’s ideal but not necessary, you are capable of building PowerBI reports, further enhancing your ability to transform data into actionable insights.

This is a fantastic opportunity for the right candidate to join a global travel company and make a significant impact on its customer experience programs. If you have the systems and experience and are excited about this role, please reach out to the contact listed above.

How to Apply
If you’re a passionate VOC specialist please click ‘apply now’, or reach out to Prudence Hayes at Troocoo via prudence.hayes@troocoo.com or call 0427 994 121 to discuss.