Customer Experience Manager

Company Description

SquareTrade is not just a game-changer in consumer electronics insurance; we're an industry revolutionary. Our customer-centric approach and unparalleled operations have propelled us to the forefront of a $30B market where innovation has been dormant. We’ve joined hands with some of the world's leading retailers and carriers, like JB Hi-Fi, Amazon, Walmart, and T-Mobile, to name a few. Our reputation is supported by countless industry awards and tens of thousands of 5-star reviews. As part of the Allstate family, we’re extending our influence globally with offices in San Francisco, London, Tokyo, and Melbourne. We're constantly evolving, and we believe you could be the catalyst for our next transformative phase. 

Job Description

Reporting to the Head of Customer Operations, this role is responsible for leading the Voice of Customer (VoC) program. We are looking for a curious, self-motivated, analytical individual to manage customer complaints and drive cross-functional projects to improve the customer journey. 

Flexibility: 

The ideal candidate would be based in Melbourne, Australia available ASAP and be in the office 2-3 days per week (Tuesdays and Thursdays as a minimum). Aside from these requirements, we generally work flexibly and are open to flexible arrangements.  

We're Looking for Someone Who is: 

• Passionate about the customer experience and resolving issues in a timely manner. 

• Intellectually curious and detail-oriented: you’re passionate about asking questions, doing research, and understanding both high-level strategy and getting into the weeds at the ground level. 

• Driven to make an impact on the business: you’re scrappy and willing to think outside the box. 

• Execution focused: you're predisposed to action and getting things done yourself. 

• Polished: you've got exceptional business writing skills and have a knack for connecting with people at all levels of an org; leading across all levels within the organization. 

• Organized: you love to plan, but you also have a system for all types of documentation and can help keep others aligned as well. 

Key Responsibilities: 

• Provide timely investigation and responses to formal customer complaints and feedback from industry regulator AFCA and other channels. Provide updates and deep dive analysis on trends to the SquareTrade senior leadership team.  

• Maintain the internal complaint handling log and complaint procedures including the biannual ASIC Internal Dispute Resolution report submission.   

• Own the CSAT and NPS program powered by Qualtrics and advocate for improvements based on customer insights, feedback and comments.  

• Generate and maintain reports for business stakeholders detailing insights into customer experience, trends, and issues.  

• Initiate and lead process improvement projects to address pain points across the customer journeys (claim filing, repair process etc.).  

• Comfortable getting into the weeds of our customer data and willing to learn how to manage and optimise surveys in our Qualtrics platform.   

• Establish robust mechanisms to gain customer feedback on interactions with our transactional touchpoints and call centre agents to monitor and assess the quality of customer interactions to ensure SquareTrade is elevating the customer voice in the delivery of services. 

Qualifications

Required Skills and Experience: 

• Exceptional communication skills and the ability to communicate appropriately at all levels of the organization; this includes written and verbal communications as well as visualisations.  

• Ability to manage competing expectations and priorities in a harmonious manner while ensuring business strategic initiatives are met.  

• Proven experience in customer data analysis to identify trends and generate insightful reporting. Advanced knowledge of Microsoft Excel, with the ability to use formulae, functions and other features to interrogate and analyse large volumes of data and produce insights and reporting.  

• Effectively manage and engage key stakeholders at all levels including senior leadership level.   

• Proven experience building strong customer relationships and efficiently communicating internal and external voices.  

• Strong situational analysis and decision-making abilities.  

• Self-starting with excellent personal time management and prioritisation skills.  

• Knowledge hungry – keen to stay updated on best practices, trends, and technologies in customer service and experience across retail, personal technology and insurance sectors.   

• Tertiary qualification or equivalent in Business, Communications, CX / UX design or a related disciplines are ideal.   

• Knowledge of feedback survey and data analysis tools including Qualtrics, Salesforce Service Cloud and PowerBI are a plus for this position.     

• Minimum 5 years experience in customer experience management and or customer insights roles required. 

IF THIS SOUNDS LIKE YOU, CLICK HERE TO APPLY:  https://smrtr.io/p_G5M 

Additional Information

Our Core Values:

• Customer Obsessed: treat every customer as if you were that customer
• Innovate: never stop asking how we can do things better
• Be an Entrepreneur: use resources wisely. Creativity, smart execution, & long-term thinking are free.
• Make an Impact: be passionate about what you do. Make a difference. Get stuff done.
• People Come First: Hire the best. Then respectfully challenge them to do their best.
• Integrity: be honest, be humble. Be you. With our customers, clients, competitors and each other.

Benefits of Joining SquareTrade:

• Paid volunteer day and community involvement.
• Monthly allowances for phone/internet, wellness, and professional development.
• Access to comprehensive mental health resources.
• Inclusive hybrid work model, with a one-off $750 home office set-up allowance.
• Regular company socials to celebrate our collective achievements.

Ready to Make an Impact with SquareTrade? We are proud to be an Equal Employment Opportunity employer, promoting diversity and inclusivity in the workplace. We invite applications from all qualified candidates, regardless of race, gender, age, religion, disability, sexual orientation, or any other status. Join us in making a difference.

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.