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Digital Consumer Insights Mana...
Customer Insights Manager
The Optus Digital Consumer division is a critical function to enable Optus to deliver on its objective of becoming a leading mobile-led multimedia service provider. Optus services over 6 million Consumer customers across a variety of sales and service channels. These channels include Optus-branded retail stores, mass market retail stores, Telesales, Customer Care and Digital channels (Online, Applications, Webchat).
The CX Analytics and Insights team is accountable for taking a data driven approach to delivering a optimal Customer Experience for Optus customers, ultimately resulting in both an industry leading NPS score and significant cost reduction across Optus through the identification, prioritisation and remediation of customer pain points.
The Customer Research Lead will be responsible for:
This will involve working closely with both internal and external parties to obtain information, validating analysis, findings and produce insights to inform the digital transformation strategy.
The Customer Insights Manager primary tasks will involve driving insight into the business by analysing data and inputs from multiple sources to enable the correct strategic decisions to be made. Additionally, you will work with cross functional internal and external teams and individuals to either gain inputs, information, deliver insights and obtain buy-in/support. You’re able to proficiently communicate (via presenting or documentation) in a compelling and effective way detailed aspects of the insights and recommendations derived from the analysis and confidently present consumer digital benchmarking, best practice, trends and capability forecasts with a focus on digital first to drive digital adoption.
Skills and Experience:
At Optus, we don’t sit back and let the future happen to us – we’re out there making it. By expanding into new technology and relentlessly improving every day, we’re working to create a better tomorrow for all Australians.
Optus believes in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.
Due to the fast paced nature of our business, vacancy close dates may change, so make sure you apply today!