Associate Director Customer Experience Insights

The Associate Director - Customer Experience Insights leads Novotech's global customer experience insights, analytics and measurement capability, ensuring customer feedback and experience data are systematically captured, analysed and translated into actionable business insight. The role will design and evolve the Voice of Customer (VoC) framework, establish robust CX measures and analytics, identify trends, experience drivers and emerging relationship risks, and provide evidence-based recommendations that strengthen customer experience, operational performance and client retention.

Key Responsibilities

Voice of Customer & CX Measurement

- Design, own and continuously evolve the global Voice of Customer strategy, survey architecture and measurement framework across relevant customer lifecycle and relationship touchpoints.
- Establish fit-for-purpose CX measures and survey methodologies, including question design, sampling, segmentation, response-rate strategy, benchmarking and controls for response bias.
- Own enterprise survey and experience-management platforms such as Qualtrics or comparable tools, including governance, survey deployment, data quality and reporting standards.
- Define a coherent hierarchy of relationship, transactional and journey-level measures so leaders can understand both overall customer sentiment and the drivers behind it.

Customer Analytics & Insight Generation

- Integrate and analyse multiple customer data sources, including survey feedback, CRM data, complaints, service or operational metrics, customer interactions and other relevant structured and unstructured inputs.
- Apply quantitative and qualitative analysis to identify customer needs,



performance drivers, root causes, trends, segments, emerging issues and relationship risks.
- Build analytical approaches that connect experience signals to business outcomes such as retention, account health, service performance and improvement priorities.
- Translate complex datasets into clear, commercially relevant insights, highlighting the "so what", implications and recommended actions for business leaders.

Dashboards, Reporting & Executive Insight

- Develop scalable CX dashboards and reporting using tools such as Power BI, Excel and SQL, with clear definitions, governance and data-quality controls.
- Create concise executive-level reporting that explains changes in customer experience, material drivers, areas of risk and the actions required.
- Partner with relevant data and technology teams to automate data flows and improve the accessibility, consistency and timeliness of CX information.
- Establish regular insight cadences for senior leadership and customer-facing teams, moving reporting beyond descriptive metrics toward decision-oriented analysis.

Business Partnership & Action Planning

- Partner with Commercial, Operational, Quality, Customer-facing and functional teams to interpret customer feedback and convert insight into prioritized improvement actions.




- Facilitate deep dives on material customer themes and support teams in diagnosing root causes, validating hypotheses and measuring whether actions improve the customer experience.
- Provide evidence-based insight to support customer strategy, relationship management, service enhancement and retention initiatives.
- Act as the internal subject-matter expert on customer research, CX analytics and survey methodology, raising capability and analytical discipline across the organisation.

Capability, Governance & Continuous Improvement

- Establish common definitions, standards and governance for CX data, measures, dashboards and research practices globally.
- Assess the maturity of the existing CX analytics environment and build a practical roadmap to strengthen tools, data integration, methodology and business adoption.
- Monitor external developments and positive practice in B2B CX, customer research, analytics and experience-management technology, applying relevant advances to Novotech.
- Ensure appropriate handling of customer data and alignment with applicable internal requirements relating to confidentiality, privacy, information security and data governance.

Measures of Success

- A consistent global VoC and CX measurement framework is established and adopted.
- CX reporting provides leaders with timely, trusted and actionable insight rather than isolated survey scores.
- Multiple sources of customer data are connected to create a more complete view of experience and account health.
- Material customer risks and experience opportunities are identified earlier and translated into measurable action plans.
- Executive and functional stakeholders demonstrate regular use of CX

📌 Associate Director Customer Experience Insights (Sydney)
🏢 Novotech
📍 Sydney