Customer Experience Insights Manager

Melbourne, Victoria, au
Company: Oracle
Category: Management Occupations
Published on 2021-08-03 19:16:39
**Customer Experience Insights Manager** **Preferred Qualifications** Define, implement, drive, and refine customer experience measurement programs and provide support across Oracle's Construction and Engineering General Business Unit in developing customer centric initiatives. Delivering continuous improvement initiatives to support exceptional experiences that set us apart from others. Responsible for end to end customer feedback - from listening across all channels, to interpreting priorities and trending issues, to acting on findings and working with stakeholders business-wide to drive change, through to monitoring the impact and closing the loop. **Key Responsibilities** **Survey creation, data collection, reporting and analytics** + Lead design, development and delivery of key measurement capabilities and strategic reporting initiatives in collaboration with the business and CX team + Generate and analyze reports to identify actionable insights, measure our customer relationships and identify risks and opportunities across the customer journey + Deliver business-wide VOC reports to promote thought and generate discussion, support all divisions in understanding customer feedback and touch points at various stages of the customer journey + Regular monitoring and reporting on all forms of customer data feedback channels, including feedback flowing into the Survey platform, support site analytics, Aconex platform analytics, Support analytics and CX campaigns + Monitor survey response volumes to ensure data capture is at expected levels () and follow up with technical owners for issue resolution if required + Ensure CRM and Survey platform processes for the recording of data is followed to maintain high accuracy + Liaise with UX, product owners and regional teams to share customer feedback and monitor their closing the loop activities, ensuring feedback is responded to within agreed timeframes + Establish and maintain a good working relationship within the team, business stakeholders and customers + Assist with reports and data extraction around customer experience + Learn new tools and engage with internal/external stakeholders to deliver insights to the business **Campaign/Program development and improvement** + Working closely with the CX team to advise on campaign and content targeting and measurement processes + Monitoring and analyzing campaign and content activity to drive business performance and customer engagement + Initiate customer analytics activities to identify new programs/campaigns and improvement opportunities + Development of automated trigger based activities **Customer Experience** + Gain insight into the Customer's environment, needs and drivers + Be the voice of our customers and champion empathetic service delivery within the business + Provide governance around customer interactions and providing feedback to the business to ensure process improvement + Utilise data and insights to develop and recommend strategic improvements to the customer journey, to create brilliant customer experiences through impactful 'touchpoints' + Contribute to the refinement of customer processes and procedures to improve the experience + Assist with the execution of other Customer Experience projects, as needed **Required Skills and Experience** **Essential** + A strong customer focus and in innate interest in the customer experience + Motivated, self-starter + 5 yrs experience working in a similar analytics/voice of customer/customer experience role + Experience working with CSAT, NPS, CES or other CX measurement methodologies preferred + Understanding of market research and surveying methodologies to gather customer feedback + Ability to conduct data analysis + Effective communication (written and verbal communication), presentation and data storytelling skills + Ability to work closely with stakeholders from all areas and at all levels of the business + Ability to inspire and project manage cross-functional teams and multiple stakeholders + Ability to balance multiple projects while maintaining a strategic perspective and quality + Ability to work a flexible schedule to co-ordinate with a globally dispersed team **Desirable** + Experience with Survey and analytics tools (ideally Heap) + Experience with CRM tools + Tertiary or University qualifications in a relevant discipline + Familiarity with an international or dispersed business environment + Service design experience + Experience with key CX design and research artefacts including Persona Creation, Customer Journey Mapping, and Service Blueprinting + Understanding of marketing/communication principles and how these are applied to deliver a great customer experience + Experience with multilingual, global programs + Construction / Engineering industry experience **Detailed Description and Job Requirements** Provides programs to improve operational efficiency, consistency, and compliance in support of the organization * s financial and tactical business objectives. Provides business practices and processes. Develops, communicates, and trains the organization on business practices and processes. Serve as a liaison with other divisions such as Finance, Contracts, HR, Legal, Shared Services, Accounts Receivable, Purchasing, and Risk Management in an effort to ensure accurate and timely transaction processing. Collect, input, verify, correct, and analyze data to measure key performance indicator actual versus business objectives. Provide updates to management regarding budget to actual, informing them of deviations and opportunities. Provide management with economic impact and compliance issues surrounding key business decisions and/or deals. Communicate Oracle Business Practices to the organization and monitor process and approvals for full compliance. Drive implementation of new processes and procedures. Leading contributor individually and as a team member, providing direction and mentoring to others. Work is non-routine and very complex, involving the application of advanced technical/business skills in area of specialization. Ability to collect, organize, and display data in spreadsheet format. Follow-through skills necessary to get information from internal and third parties and have data errors/omissions corrected. For this, relationship management skills strongly desired. Strong written and verbal communication skills. 8 plus years relevant work experience. **Job:** Business Operations **Location:** AU-AU,Australia-Melbourne **Job Type:** Regular Employee Hire **Organization:** Oracle

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