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Sr. Product Manager, Voice Of The Customer Care

Vistaprint - Sydney, NSW

Source: uWorkin


Who are we?

Vistaprint is the marketing partner to millions of small businesses around the world, empowering each one to live their dream. For more than 20 years, we have helped small businesses look and feel credible through high-quality marketing products that include signage, logo apparel, promotional products, flyers and postcards, business cards, websites, and digital marketing. With Vistaprint, small businesses are able to create and customize their marketing with easy-to-use digital tools and design-templates, or by receiving expert graphic design support. Our focus is on helping small businesses project a consistent and cohesive brand image that makes them look their best in-store, online, on-site and on-the-go.

Does the thought of driving people, processes, and technology improvement initiatives to optimise the experience for different customer segments excite you? We are tooling for an inspirational, inventive, and results orientated leader to lead the development and growth of our Voice of Customer (VoC) function within Global Care (GC)at Vistaprint. This is a senior level role and a critical member of the GC team. A successful leader in this space will help to shape seamless end-to-end customer experiences by eliminating current pain points and through collaboration with key partners develop and deliver world-class marketing products and services.

What You’ll Do All Day

  • Drive a comprehensive Voice of the Customer (VoC) strategy for Global Care that supports a continuous cycle of listening, interpreting, monitoring, and action
  • Own the survey platform (e.g. Qualtrics) for VoC as well as the development of questions, data collection methodologies, and analysis
  • Identify role-based customer insights and key drivers of negative and positive experience based on analysis of both relationship and transactional surveys or other feedback sources
  • Ensure that customer insights are disseminated and deeply understood
  • Enable the VoC closed feedback loop process by identifying tactical and strategic initiatives that create a portfolio of continuous improvement projects; own on-going tracking and refinement of these projects based on subsequent survey results
  • Establish cross-functional relationships at the executive and individual contributor levels across different teams including Process Excellence, Product Development and Global Care
  • Develop strong relationships with key stakeholders/partners, and determine Customer Insight needs
  • Prepare business reviews for different levels of management to confirm and /or reinforce overall drivers of the customer experience and provide actionable recommendations for both product and service improvements
  • Define market requirements and synthesize customer input and conduct market research to understand key industry trends, differences across geographic regions, or competitive activities

We’re Looking For Someone Who Is
  • A confident, customer centric, analytical individual
  • An influencer with a strong strategic aptitude with proven ability to define a winning strategy and product roadmap
  • Ability to measure the impact of change, both quantitatively and qualitatively
  • Technically fluent, comfortable understanding and discussing technology concepts, schedule trade-offs and new opportunities with technical team members
  • Positive and invigorated by fast pace, deadlines and competing priorities
  • Excellent communication skills, including the ability to articulate and formally present ideas and rationale to other team members and business stakeholders including executive management
  • Customer obsessed.

  • 5+ years of progressive responsibility for Voice of the Customer program methodology
  • Demonstrated experience managing and performing in-depth analytics including combining survey research with transactional data to perform trend/correlation analysis
  • 3+ years’ experience working with very large data sets
  • Extensive experience in Product and or Program management, specifically with change management methodologies and tools
  • Preference for experience working directly with cross functional Engineering and UX designers’ teams in an agile environment
  • Experience in Lean Management, Six Sigma or other Operational Excellence tools
  • Market or primary research experience
  • Strong analytical and critical thinking skills
  • Excellent verbal and written communication and presentation skills
  • Experience focusing on customer experience, advocacy, customer insights/analytics
  • Bachelor’s degree in business administration, marketing or similar, advanced degree qualifications highly desirable (MBA or post grad).

And a Few Reasons You Might Love It
  • We have a working culture where innovation is at the heart of everything, we do
  • You will be working in a truly global environment with an exceptionally talented and ambitious group in all areas of e-commerce
  • With the resources of a large entity, you will be part of an autonomous region, operating with a start-up attitude and energy
  • You will have a lot of fun working with people who are as energetic, smart, and driven as you are
  • Last but not least, we offer competitive salary and benefits program

To Apply

If this sounds like the opportunity you’ve been waiting for, apply now providing your cover letter and CV!