Customer Experience Insights Specialist

at  Auto General Insurance

ABOUT THE COMPANY

This job ad is the universe’s way of telling you that you’re currently in the wrong job.
Compare the Market – yes, the one with the meerkats – is a high-growth FinTech company on a transformational journey. We are focused on designing, building, and delivering the very best home loan, energy, insurance, and health comparison experience in Australia. Okay, in the world!
We are all about Customer first, teamwork, making a difference, and treating the business as our own – without compromise. These values are critical to delivering on our purpose: “to make a difference in the lives of Australians by simplifying the process of making sound financial decisions”.

ABOUT THE ROLE:

Are you ready to take your career to new heights? Compare the Market is on the lookout for a dynamic Customer Experience Insights Specialist to join our passionate team. In this role, you’ll play a crucial part in designing, building, and maintaining a cutting-edge customer insights platform that leverages our existing operational Voice of Customer (VoC) program.
You will advocate for this platform, expanding its scope to include customer reviews (both public-facing and private), customer feedback, and social media activity. Your responsibilities will encompass operations (managing contract negotiations and regular reporting cycles), stakeholder management, and culture change (being the internal voice of the customer at Compare the Market and championing their interests).
This is a unique opportunity to blend strategic vision with hands-on operational execution, ensuring that customer insights drive our business forward.

WHAT YOU’LL DO:

• Blend operations, stakeholder management, and culture change responsibilities.
• Wear many hats to deliver the best customer and business outcomes in our fast-growing startup environment.
• Develop monthly or quarterly ‘state of the customer’ reports using qualitative and quantitative research methods.
• Work closely with the broader customer experience marketing team to develop user segments/personas.
• Conduct ‘research on demand’, partnering with our commercial teams to investigate customer and business problems.
• Manage vendor relationships.
• Maintain data quality and integrity.
• Own the Compare the Market customer and champion their interests.
• Establish and promote the link between customer satisfaction/ease and commercial performance.
• Speak confidently to stakeholders, leaders, and peers about the value of a customer-centric mindset.

PLEASE NOTE THAT THIS ROLE IS ONLY AVAILABLE TO CANDIDATES WITH UNLIMITED AUSTRALIAN WORKING RIGHTS, AS SPONSORSHIP IS NOT AVAILABLE.

*Note to Recruiters: We politely ask that you avoid making any approaches or sending any unsolicited resumes to our Recruitment Team or Hiring Leaders across our business