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Customer Experience Insights Lead

Australian Red Cross

Ongoing position Full time – 38 hours per week Sydney location Who we are Australian Red Cross is part of the world’s largest humanitarian organisation. Our aim is to improve the lives of the most vulnerable people in Australia and across our region. About the role The Customer Experience Insights Lead is responsible for leading the development of actionable customer insights across the E&S program in alignment with team and organizational priorities.

Through primary and desktop research, they will look for opportunities to: acquire, convert, retain and up-sell Red Cross supporters, and improve the experience of, and increase engagement for, all Red Cross customers. This includes analysis of market opportunities, the profiling of prospects and research aimed at maximising the effectiveness of donor acquisition and loyalty campaigns, and leading data driven analysis of products and processes, with a customer-focused lens. What you will bring Proactively undertake market and competitor reviews and analysis, providing actionable insights that help develop Red Cross positioning, product / service propositions and marketing activities Work as a business partner with Supporter Acquisition / Loyalty, MarComms and Major Donor Partnership teams, representing the customer, leading research to segment the market, identify new market opportunities, potential partnerships for Red Cross, and uncovering opportunities for continuous improvement or new product innovation.

Identify and profile key prospects (such as high net worth individuals, donors and corporates) and identify high level alignment opportunities between prospect interests and Red Cross areas of need. Lead the design, delivery and reporting of customer experience surveying and satisfaction / measurement programs across different products, campaigns and customer types. Support the business in completing screenings of potential business partners and ambassadors and assessment of any other partnerships that pose a reputational risk by a public image or association.

Manage the supplier relationships and drive greater value from our external partners, including existing Qualtrics and RDA relationships. Be part of one of the largest humanitarian organisations and know that the work contributes to improving outcomes for vulnerable people. Red Cross offers generous salary packaging benefits and flexible working arrangements.

Further information For further information about this role, please refer to the position description attached below or contact Jennifer Shailer on 0428971134. Position description: PD Customer Experience Insights Lead (002) (2).docx Aboriginal and Torres Strait Islander people are strongly encouraged to apply.

Date29 May 2021

Location -

type Full Time

Salary -

Charity & Voluntary Jobs

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