Employment Hero Looking for Voice of Customer (VoC) Specialist at New Zealand Full Time

About us

Employment Hero is an Australian tech unicorn – valued at over $1.25 billion. Our world-class software is the easiest way for small and medium-sized businesses to manage HR, payroll, employee engagement, and benefits. We’ve grown 100% year-on-year since our inception in 2014, and now service over 200,000 businesses and 1 million+ active users globally. We have exciting growth plans for 2023 and beyond, powered by our mission of making employment easier and more valuable for everyone.

We take a Remote First approach with our team. Employment Hero can hire across the world, so long as candidates have eligible working rights and are in a suitable timezone to their colleagues. If you’ve got the skills for the role and the passion for our mission then we want to hear from you!

Employment Hero celebrates diverse perspectives and experiences, we invite people of all backgrounds and identities to apply for this position.

Reporting to the Business Operations Manager, you will drive and champion the growth and development of the Voice of Customer (VoC) program at Employment Hero. Your primary objective is to enhance the Customer Experience (CX) by identifying and eliminating friction points and fostering a customer-centric culture. You will play a pivotal role in taking the foundational VoC work to the next level by maturing our closed loop processes, rapidly sharing key insights, and collaborating with leaders in CX, Sales, Marketing and Commercial Operations.

As a key player at Employment Hero, your contributions will be instrumental in driving continuous improvement initiatives and solidifying our reputation for consistently delivering what matters to our customers. In this role, we value First Principles thinking, intellectual curiosity, and a can-do and positive attitude.

Join our passionate team as we continue to scale rapidly, and together, let’s exceed customer expectations and cultivate a community of brand advocates.

Responsibilities

• Support the Business Operations Manager in driving the Voice of Customer (VoC) program and its strategic objectives.
• Collaborate with cross-functional teams to identify and eliminate friction points in the customer journey, aiming to optimise the overall customer experience.
• Build and maintain workflows and processes with each team to ensure effective closed loop processes for customer feedback. Automate as much as possible to streamline the feedback loop and enhance response times.
• Analyse customer feedback and extract actionable insights to drive continuous improvement initiatives. Share key insights with stakeholders in a timely manner to facilitate data-driven decision making.
• Collaborate with leaders in Customer Experience, Sales, Customer Marketing and Commercial Operations to foster a customer-centric culture across the organisation. Advocate for customer needs and preferences throughout teams.
• Build and nurture an internal group of Customer Champions who are passionate about customer feedback and advocacy. Provide guidance and support to these champions, empowering them to become ambassadors for the customers within the organisation.
• Create and implement strategies to foster a data-backed culture by promoting the use of customer data and insights in decision making processes and encourage teams to prioritise the customer perspective.
• Collaborate and liaise with Customer Marketing to develop and implement customer communication strategies that effectively showcase our commitment to listening to customer feedback and taking action.
• Stay up-to-date with industry trends, best practices and emerging technologies related to Voice of Customer programs. Continuously improve your knowledge and skills in customer experience and feedback management.
• Become the resident expert on all customer feedback at Employment Hero.

Requirements

• 2+ years of experience in Customer Experience, Voice of Customer, or related roles, demonstrating a strong understanding of customer feedback management and customer-centric practices.
• Proven experience in implementing and managing closed loop processes to drive customer satisfaction and continuous improvement.
• Excellent communication and collaboration skills, with the ability to effectively communicate and influence stakeholders at various levels of the organisation.
• A passion for customer advocacy and an understanding of the importance of customer-centricity in business success.
• Familiarity with customer feedback platforms, survey methodologies, and data analysis tools.
• Strong analytical skills with the ability to extract actionable insights from customer data and translate them into strategic recommendations.
• Demonstrated ability to manage and work autonomously, take initiative and drive projects to completion on time.
• Ability to thrive in a fast-paced, dynamic and remote-first environment.
• Knowledge of customer experience best practices, industry trends, and emerging technologies in the field.
• Results-driven, self-motivated, and able to work independently

Benefits

• Self, health, wealth and happiness programs
• Remote-first and flexible working arrangements
• Our Sydney office is dog friendly and remains open for team meetings, collaboration days and those who need a day away from their home office (we are a COVID-safe workspace for those who choose to use it!)
• A generous budget to spend on setting up your home office (if you need a desk, chair, screen? You name it!)
• We set you up for success with the latest and greatest hardware, tools and tech
• Learning & development (including an external study policy, live monthly professional development classrooms, and premium online learning content!)
• Virtual yoga classes
• Quarterly & yearly team celebrations
• Employee Share Option Program: be an owner of Employment Hero!

Why join Employment Hero?

• Raised $181M achieving unicorn status February 2022
• LinkedIn Top 25 Startups 2021, ranked #2 in Australia
• The Australian Top 100 Innovators List 2021
• Raised $140M Series E round led by Insight Partners July 2021
• Raised $45M Series D round led by Seek 2021
• Deloitte Technology Fast 50 2020, ranked #42 in Australia
• LinkedIn Top 10 Startups 2020
• Raised $22M Series C Round led by Seek July 2019
• Raised $8 mill series B round led by Seek and OneVentures
• Deloitte Technology Fast 50 2019, ranked #20 in Australia
• GetApp Category Leader Q1 2019
• Deloitte Technology Fast 50 2018, ranked #12 in Australia
• HRD Gold Medalist – Human Capital Management Systems 2018
• HRD Gold Medalist – Rewards and Recognition Service Provider 2018
• HRD Rewards and Recognition Employer of Choice 2018
• LinkedIn Top 25 Startups 2018
• EY Entrepreneur of the Year National Finalist 2018

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