Melbourne and Olympic Parks is looking for an engaging and analytical Customer Experience (CX) Insights Lead to join our passionate team. With a curious mindset, sound research capabilities, and excellent communication skills, the successful candidate will be responsible for customer research, generating insights, and delivering initiatives to enhance our overall customer experience.
Reporting to the Director of Customer Experience and Special Projects, the CX Insights Lead will consider the end-to-end customer journey and is a subject matter expert on research and insights. The role will enhance M&OP's understanding of customer segments, behaviours, preferences, and satisfaction and plays a critical role in informing operational and strategic decisions across the organisation to enhance the overall customer experience.
As a newly created role, the scope and opportunity to make this role yours is unlimited. Here are some of the game-changing things you'll have the opportunity to be involved in: Customer MeasurementsEnhance the customer measurement program, including the implementation of new technology to ensure the highest standards of user experience.Regularly review and analyse customer data and insights, developing reports, presentations, and storytelling to enhance leaders' and teams' understanding of customers.Customer ResearchDesign and execute research strategies to measure and track customer experience metrics across segments, channels, and touchpoints, gathering qualitative and quantitative data on customer experiences.Use customer research and data to fuel improved experiences and customer-informed decisions.CX Journey ImprovementsContribute to and lead initiatives aimed at enhancing customer satisfaction, advocacy, loyalty, and growth, delivering on the CX Strategy Roadmap.Promote the use of CX research and tools by developing and maintaining customer event posters, personas, and journey maps.What you will bring to the role: The customer is at the heart of everything you do. You are deeply committed to delivering an exceptional customer experience and empowering our employees to achieve the highest standards. Whether you're offering personalized support or developing impactful companywide programs to amplify customer feedback, you are the passionate champion of our customers' voices.
You have an analytical and curious mindset. You have a passion for research and a deep understanding of different customer metrics (NPS, CSAT, CES). Your expertise in turning data into engaging visualisations and storytelling to share with stakeholders will be key to enhancing our customer-centric culture.
You are an engaging communicator with a knack for influencing. Your collaborative approach and ability to build trust, educate and influence others allows you to bring people together and drive new initiatives.
You strive for continuous improvement. You are always looking for better ways of doing things that balance productivity and outcomes. Data, process, and strategy play a big role in your decision making, while your demonstrated project management skills allow you to deliver change and improvements successfully.
Qualifications (not essential, but highly regarded): Tertiary qualifications in a relevant area - Marketing, Data Science, or related field.Education qualifications or training in Customer Experience, Service Design, User Experience, or Research.Knowledge of data privacy and compliance regulations.Please note, this is a permanent role with flexible work arrangements, including hybrid working and the possibility of part-time hours. A bit about us: Melbourne & Olympic Park (M&OP) is an iconic, multi-venue precinct with few parallels globally. We showcase Melbourne to the world during the Australian Open and deliver hundreds of entertainment, sporting, and community events each year across our world-class venues.
At M&OP we are passionate about delivering world-class customer experiences to every person, every event, every time. How do we do this? By seeking out the best talent to build a high-performance, integrated team who are passionate about creating exceptional experiences for our guests.
Melbourne & Olympic Parks is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. For further information on Melbourne & Olympic Parks visit our careers page.
Please note successful applicants will be required to undertake a pre-employment screening. This includes but is not limited to a national police check and working with children check. M&OP may withdraw an employment offer in the event of an unsatisfactory screening result.
Please note M&OP operates a direct sourcing model so we ask that agencies do not get in touch regarding this vacancy.
M&OP values the privacy of every individual's personal information and is committed to the protection of personal information. Your personal information is handled in accordance with the Privacy and Data Protection Act 2014 (Vic.). Please refer to the M&OP Careers Page for more information.
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