Customer Experience Insights Manager LY-166

Customer Experience Insights Manager LY-166

23 Apr
ED - Group Support Functions

23 Apr

ED - Group Support Functions


Endeavour Group was created in 2020 through the restructure and merger of the Woolworths Group drinks and hospitality businesses. With a strong track record of growth, combined these businesses form the leading customer franchise in drinks and hospitality in Australia. 

United behind a common purpose of ‘Creating a more sociable future together’, we are a 28,000+ strong team with more than 1600 stores and 330 hotels nationally, including leading brands such as Dan Murphy’s, BWS and ALH Hotels. 

Endeavour Group is expected to separate from Woolworths during calendar year 2021 and will be well-positioned as an ASX Top 50 Company. Join the team at an exciting time in their evolution!

Customer Experience Insights Manager

- Based in either Sydney or Melbourne

About the role

As Customer Experience Insights Manager, you will oversee, optimise and leverage major customer insight tools to help to embed evidence-based and customer-led decision making across the Endeavour Group. You will act as the Voice of Customer (VOC) champion for the Endeavour Group and step change the VOC programme, driving continuous improvement in how we listen and learn from our customers. In addition:

- Project management of VOC program enhancements, ensuring the survey and method is aligned with business priorities, including the expansion of the tool to other business units.

- Drive engagement with customer feedback, including leading the VOC Chapter and fostering collaboration between brands in our group, to learn from one another

- Datamine our VOC responses, to support deep customer insights on our strategic priorities and to identify further opportunities to improve customer experience

- Lead qualitative and quantitative market research projects as required, partnering with research agencies, managing relationships with internal and external stakeholders, and delivering results in response to business briefs

- Communicate/share and present research insights effectively to the relevant stakeholders

About you

To be a successful Customer Experience Insights Manager, you will have prior experience (3-5+ years) managing a customer feedback programme, including technical knowledge of programme setup. You will have excellent stakeholder management and consultation skills and the ability to interact and work with a diverse range of suppliers across a diverse range of business areas. In addition: 

- Experience in consumer market research (either client side or agency), including questionnaire design

- Project management skills

- Ability to translate consumer research findings into actionable insights that can be understood by the business and utilised to guide decisions

- Strong verbal and written communication skills, including presentation and influencing

Grow with Endeavour Group

Endeavour Group comprises a diverse range of drinks and hospitality businesses including BWS, Dan Murphy’s, ALH Hotels and Pinnacle Drinks. We are focused on growing and transforming our businesses to meet the changing needs of customers and we’re driven by a culture that puts our customers and team first. 

As an inclusive, team-first company

The original job offer can be found in Kit Job:

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