Customer Insights Specialist

Overview

Lead NPS program and embed customer insights into business strategy.

Key Responsibilities

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

Tasks

-Integrate NPS into business rhythms, including planning, performance reviews, and operational dashboards. -Continuously evolve the program, bringing in CX best practices, new technologies, and innovative methodologies. -Map the customer journey to identify critical feedback moments and ensure surveys are targeted, timely, and relevant. -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. -Establish governance protocols to ensure consistency in survey deployment, data handling, and reporting.

Requirements

• 5+ years
• nps
• medallia
• qualtrics
• crm
• business degree

What You Bring

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

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Benefits

-Rewarding career with on-the-job learning, development, and upskilling opportunities within and across our brands -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. -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.

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