Customer Insights Lead

Overview

Lead NPS program, turn customer feedback into strategy across CSR.

Key Responsibilities

• program evolution
• nps integration
• nps framework
• survey management
• journey mapping
• governance protocols

Tasks

-Continuously evolve the program, bringing in CX best practices, new technologies, and innovative methodologies. -Integrate NPS into business rhythms, including planning, performance reviews, and operational dashboards. -Design and own the enterprise-wide NPS framework, covering both transactional and relationship-based feedback programs. -Develop and manage survey processes that drive high engagement and data integrity, using platforms like Medallia, Qualtrics, or SurveyMonkey. -Map the customer journey to identify critical feedback moments and ensure surveys are targeted, timely, and relevant. -Establish governance protocols to ensure consistency in survey deployment, data handling, and reporting.

Requirements

• survey tools
• nps
• project management
• business qualification
• data dashboards
• customer empathy

What You Bring

-Strong customer empathy and a passion for improving experiences -Comfort with data dashboards, survey platforms, and CRM/CX tools -Familiarity with tools like Medallia, Qualtrics, SurveyMonkey, or CRM platforms -Hands-on experience with NPS or Voice of Customer programs -Strong analytical and critical thinking capabilities -Exceptional communication and storytelling skills (written and verbal) -Tertiary qualifications in business, marketing, analytics or a related field -Ability to influence and collaborate across functions and seniority levels -Proven project management and prioritisation skills -5+ years' experience in customer experience, marketing insights, or service excellence

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Benefits

-Rewarding career with on-the-job learning, development, and upskilling opportunities within and across our brands -Supportive and collaborative culture that fosters innovation and inclusion. You'll be surrounded by talented colleagues who are passionate about their work and committed to helping each other succeed. -Care and wellbeing offer includes up to 14 weeks of paid parental leave, 52 weeks of superannuation payment, and access to an employee assistance program.

About Csr Limited

-Evolved from sugar refining to a modern building materials and property group. -Operates across building products, property site remediation & development, and aluminium investment. -Their aluminium stake is via a joint-venture smelter at Tomago. -Balances heritage brands with strategic industrial partnerships.

Sector Specialisms