Customer Strategy and Insights Manager

• Champion and support people with physical and intellectual disabilities
• Lead a team driving customer strategy and enhancing customer experience
• 12 month contract, Box Hill

The Organisation

Scope is one of Australia’s largest disability service providers supporting over 6000 individuals across Victoria. They support people with physical and intellectual disabilities, autism and additional needs to achieve their goals in life, and to live as empowered and equal citizens.

As the National Disability Insurance Scheme (NDIS) rolls out, Scope is committed to providing high quality services, and being a provider of choice. As part of this they are implementing new systems that will provide excellent customer experience, transforming existing services and identifying new ones.

The Role

Reporting to the GM Product, Brand and Marketing you will be responsible for leading a team that is instrumental in transitioning Scope to a customer focused organisation under NDIS.

You will be required to quickly establish relationships across Scope, developing and implementing strategies across customer experience, product marketing and insights including the setup of a Customer Service Centre.

Specifically you will;

• Understand the customer journey and develop efficient customer service processes
• Measure and analyse customer experience and develop improvement strategies
• Refine customer segmentation to support communications and marketing activity
• Contribute to the transformation of existing services in line with customer needs
• Develop and execute a customer research strategy, identifying trends/market changes
• Manage a team of four staff across product marketing, customer service and CRM systems

Skills Required

You will be an experienced Manager with a background in sales, marketing and/or customer service roles.

Having worked in commercial, customer centric organisations you will have overseen product marketing and project managed the development of Customer Service Centres and CRM systems.

Your key to success in this role will come from your ability to quickly grasp projects and build relationships with stakeholders. You will have both big picture and detailed/analytical thinking.