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VoC Insights Manager

Job Requisition Number:  6946
Date:  10-Jan-2022


Will you actively create a healthier future for tomorrow?


At Medibank we’re encouraged to think big. We have a clear purpose to impact better health outcomes for our customers, patients and our community.


We celebrate diversity of thought because we want to make better decisions for our customers. As we work towards our goal of better health for better lives, we value the knowledge and contribution of Aboriginal and Torres Strait Islanders. We are working hard to create an inclusive workplace and develop Indigenous careers.


The Opportunity 


We are seeking an experienced Voice of Customer Insights Manager to join Medibank’s Marketing team.


Reporting into the VOC & CX Strategy Lead, you will be continuously improving Medibank’s VOC program to provide actionable insights and reporting to guide the future state of Customer Experience Design (CXD).


This role has a focus on using digital usage behaviour, operational data, and survey data to paint a holistic picture of the customer experience across journeys and channels.

As a strong team player, you will engage and empower CX Designers, crews, and squads with insights to help them improve customer experience, prioritise CX initiatives and understand the impact of initiatives after launch for continuous improvements.


Drawing upon previous experience in a similar role, you will impact by:


  • Generating actionable insights and bringing them to life to improve customer experience by partnering and working collaboratively with cross-functional teams to drive and support the prioritization of CX initiatives
  • Working collaboratively with CX Designers to help guide the future state of customer experience by providing actionable insights
  • Shaping, developing, and implementing the Future VOC program; this includes designing the program, designing and programming surveys, analyzing the data, creating and presenting insight reports, etc
  • Supporting the VOC & CX Strategy Lead in identifying and sizing customer problems and influencing the business to address business objectives through a customer lens
  • Raising stakeholders’ awareness and utilization of insights from the VOC program so they can make informed business decisions
  • Assist in the management of the CX platform


About You:


As an experienced VOC Insights Manager, you will have 5 to 10 years of experience managing a VOC/Satisfaction Program, tracking, and measurement in an organization (i.e. on the client-side or agency side) and have a demonstrated history of CX success.


You’re results-driven and commit to high performance and getting things done. You have a growth mindset and are eager to pick up new skills. Comfortable wearing many hats, you have an adaptive and highly organised nature and thrive in ever-changing environments.


You are analytical and your problem-solving ability is one of your strengths, you use relevant data to provide insight and drive performance.


You have strong stakeholder engagement skills at all levels and a natural ability to influence outcomes.


Other requirements:


  • Work experience of using and understanding digital usage behaviour together with survey data is a must e.g., using Google Analytics, Adobe Analytics, etc.
  • Experience on the research consultancy/agency side in creating digital / CX / VOC insights and reporting is highly regarded
  • Clear experience applying the HCD framework in your roles
  • Experience in co-designing solutions with others e.g., CX Designers, the digital team, and other stakeholders
  • Proficient in different research methodologies e.g., best practice survey design, etc.
  • Strong analytic/quantitative research skills (e.g., able to conduct driver analysis)
  • Experience in using any CX platform e.g., InMoment, Qualtrics, etc.
  • Experience in using Q is a bonus


A career with us

At Medibank, we believe work is something we do, not somewhere we go. Our modes of working – Collaboration, Connection and Concentration – help inform how your day is structured and where you choose to work will vary, depending on your role and requirements.


The wellbeing of our employees is our priority. We encourage you to talk to us about any adjustments or additional support you may require during the recruitment process, as well as how this role can be flexible for you. Virtual interviews are always on offer and will not adversely impact your application.


All employees who may attend a worksite or any face-to-face work-related activity will be required to be fully vaccinated for COVID-19 as a condition of employment.


We offer a range of great benefits such as subsidised private health insurance, rewards and discounts, and health and wellbeing initiatives. To find out more, click here.


To start small and impact bigger.

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