Customer Experience Manager (Voice of Customer)

Company Description

SquareTrade, an Allstate company, is not just transforming the consumer electronics insurance space—we’re redefining it. Our award-winning customer-first mindset has made us the trusted partner of global giants like JB Hi-Fi, Amazon, Walmart, and T-Mobile. With 5-star reviews in the tens of thousands and a presence spanning San Francisco, London, Tokyo, and Melbourne, we’re scaling our customer experience (CX) efforts across borders.

As we evolve, so does our CX strategy—and we’re hiring a leader who can elevate the Voice of Customer (VoC) function and embed customer insights into the heart of our decision-making.

Job Description

This high-impact role will help shape SquareTrade’s Voice of Customer strategy in Melbourne, Australia. You'll work across time zones and teams to drive measurable improvements in how we serve and delight our customers. You’ll own our feedback programs, surface actionable insights, and drive cross-functional initiatives that improve satisfaction, loyalty, and operational efficiency.

Note: Collaboration with our US-based team is essential—this role requires flexibility to join early-morning meetings (7–8am AEST on some days).

You’ll also regularly present your insights and recommendations to senior leaders and global stakeholders, making storytelling and stakeholder influence a core part of your toolkit.

What You’ll Be Responsible For

• Contribute to the design and ongoing development of SquareTrade’s Voice of Customer program, helping to maintain a continuous feedback loop across all customer touchpoints.
   
• Support the tracking and analysis of key CX metrics—CSAT, NPS, and CES—to help identify friction points and highlight moments of delight.
   
• Manage and enhance customer feedback tools, particularly Qualtrics, and explore other channels (social, email, call logs, etc.) to deepen insights.
   
• Conduct root-cause analysis and develop business cases to improve the end-to-end customer journey (e.g., claims process, repairs, communication).
   
• Deliver visual reports and dashboards to share insights across Product, Operations, Support, and Leadership teams, translating data into stories that compel action.
   
• Champion a closed-loop feedback culture, ensure teams act on insights, resolve individual issues and track impact.
   
• Lead cross-functional CX projects and collaborate with global teams to implement and scale improvements.
   
• Facilitate customer-centric workshops, CX working groups, and action-planning sessions across departments.
   
• Stay on top of global CX best practices, analytics trends, and emerging tools,keeping SquareTrade’s approach innovative and human-centred.

Qualifications

Who You Are

• Customer-obsessed – You think like a customer and advocate for them relentlessly.
   
• A natural storyteller – You simplify complexity, bring data to life, and engage both execs and peers with your insights.
   
• Analytical and curious – You love digging into data, asking “why?” and discovering patterns others miss.
   
• Influential across functions – You lead through collaboration, not hierarchy, and know how to bring people along for the journey.
   
• Self-directed and action-oriented – You take ownership, make decisions, and move things forward—even with ambiguity.
   
• Flexible and global-minded – You thrive in cross-time-zone teams and enjoy connecting globally.

What You Bring

• 5+ years in customer experience, customer insights, or CX strategy, with ownership of VoC or NPS programs.
   
• Experience with Qualtrics (or similar platforms like Medallia or  Verint) for managing surveys and sentiment analysis.
   
• Strong data skills—Excel, Power BI or Tableau, plus basic SQL as a bonus.
   
• Proven ability to present to senior stakeholders, influence decision-making, and turn insights into action.
   
• Knowledge of customer feedback metrics (CSAT, NPS, CES) and how to use them to drive improvements.
   
• Familiarity with CRM and CX systems (Salesforce, Zendesk) a plus.
   
• Tertiary qualifications in Business, Marketing, Psychology, Data Analytics or a related field preferred.

Additional Information

Why You’ll Love Working Here

• Hybrid flexibility with 2–3 days in-office (Tuesdays and Thursdays preferred).
   
• Monthly allowances for phone/internet, wellness, and professional development.
   
• $750 home office setup allowance.
   
• Paid volunteer day and access to mental health resources.
   
• Inclusive, people-first culture with regular socials and celebrations.

Our Values

• Customer Obsessed – Treat every customer like it’s you on the other side.
   
• Innovate – Ask how it can be done better, then do it.
   
• Entrepreneurial – Use resources wisely and think long-term.
   
• Make an Impact – Move the needle, get stuff done.
   
• People First – Hire and support the best.
   
• Integrity Always – Be honest, be humble, be you.

Ready to Lead Change from the Voice of Our Customers?

We’re proud to be an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

The Team:  http://www.squaretrade.com/leadership   

Thank you for your interest in a career at SquareTrade. Throughout your job search, please be mindful of recruitment fraud.

Apply now and help shape the future of customer experience at SquareTrade:  https://smrtr.io/p_G5M