Full-Time Customer Insights Specialist

Work across our entire portfolio of brands on various projects (Dan Murphy’s, BWS, ALH Hotels and Pinnacle).Hybrid role with the opportunity to be based in either NSW or VIC.As a Customer Insights Specialist, you will support the success of the Customer Insights team by enabling a customer-first culture and insight-led decision making, and better understanding our customers’ feedback, motivations and anticipated behaviour.

You will play a vital role in directing business priorities and actions, from our overall strategy, right out to frontline store teams, by overseeing the day-to-day management of our Voice of Customer (VOC) program, utilizing our internal customer research panel, to conduct qualitative and quantitative market research projects, using our own customer listening tools and engaging with 3rd party research agencies to generate insight and inform business decisions.

Here is a taster of what you can expect in this role:

• Manage the day-to-day operation of the Voice of Customer (VOC) program, including Medallia platform health, administration and compliance, setup of dashboard users and stores, educating stakeholders and coordinating training sessions, responding to user queries and maintenance of the team’s admin email inbox
• Manage projects to expand and enhance the VOC program, ensuring the survey and data are aligned with business priorities
• Prepare reporting and complete analysis using VOC data to drive customer led decision making across our group of businesses
• Manage the VOC partnership between Endeavour Group and the Woolworths Group, to share learnings and best-practice, and coordinate shared resources
• Support and occasionally lead qualitative and quantitative market research projects, both with our internal customer panel (Gather by Woolworths Group & Partners) and by partnering with 3rd party research agencies.
• Manage relationships with internal and external stakeholders, and deliver results in response to business briefs
• Assist in the preparation and presentation of insights reports to various business forums, drawing on multiple sources to tell holistic stories about our customers and brand performance
• Build and maintain relationships with internal and external stakeholders, such as store operations, marketing, ecommerce, finance, technology, legal and strategy teams.

Now let’s talk about you:

• 1-2 years experience in a market research role (either client side or in a research agency) and/or Customer Experience insights (e.g. retail operations)
• Experience with market research surveys, qualitative and quantitative data analysis
• Technically savvy, strong analytical and numerical skills
• Strong presentation and influencing skills
• Excellent stakeholder management ability
• Project management skills
• Display strong aptitude for problem solving
• Knowledge and experience of using Google Sheets/Forms (or Microsoft equivalents)
• Degree / Diploma in a business or related discipline
• Experience with Medallia and/or Qualtrics (desirable)

What is the last date for applying to the job?

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