About the Role:
We’re looking for a Customer Insights Specialist
to take ownership of our end-to-end Net Promoter Score (NPS) program. This role involves deep data analysis and leading high-impact, cross-functional initiatives to elevate the customer experience. The ideal candidate is a data-driven storyteller and proactive problem-solver who can influence change and demonstrate the tangible business value of exceptional customer insights.
Key Responsibilities:
- Develop and execute a comprehensive, data-led NPS strategy that aligns with broader business goals and fosters a customer-first mindset.
- Establish and maintain a governance model for the NPS program, including clear processes for feedback collection, analysis, and follow-through across departments.
- Define, monitor, and report on key customer experience metrics, including NPS, CSAT, and Customer Effort Scores.
- Analyse customer feedback from multiple sources (e.g., Medallia, DSAT surveys, social media, operational data) to identify key drivers of satisfaction and dissatisfaction.
- Lead and deliver cross-functional projects that tackle critical customer pain points, leveraging your expertise in both retail and eCommerce customer journeys.
- Collaborate with stakeholders across Product, Logistics, Customer Service, Retail, and Web Development to implement process, policy, and system improvements.
- Manage daily NPS detractor alerts and ensure timely follow-up and resolution of customer concerns.
- Proven experience in end-to-end program management
- Strong cross-functional project leadership skills
- Intermediate Excel skills (pivot tables, data analysis, reporting)
- Excellent communication skills and stakeholder management expertise
- A passion for improving the customer experience through data-driven insights
- Generous staff discounts on company products
- Exclusive offers and promotions with retail partners
- Access to a dedicated wellbeing platform
- Heavily discounted gym membership
- Onsite parking
Operating for over 20 years in Australia, New Zealand and the United Kingdom, people2people, Edge Recruitment, and Frog Recruitment are an award-winning recruitment group and HR solutions provider. As an inclusive workforce, we welcome everyone and encourage our employees, clients, and candidates to showcase their authentic selves.
Should you require reasonable adjustments throughout the recruitment process, we encourage you to make a request by phoning the above-mentioned recruitment consultant to discuss. In response to these requests, we will collaborate closely with you to implement the appropriate adjustments.
