Voice of Customer Researcher

How you’ll make an impact:
As a Researcher, you will play a key role in supporting the Voice of Customer team by leveraging your Qualtrics experience to help us uncover valuable customer insights from our Accountant / Bookkeeper Partners, and Small Business customers around the world. You will be confident working in Qualtrics to set up customer research and to present findings back to the business through dashboards and reports. You will have a good knowledge of research and data analysis processes and tools, and be comfortable utilising large datasets to find trends.

What you'll do:

• Build questionnaires using Qualtrics, ensuring surveys are targeted to the right customers at the right time via the right channel
• Capture customer feedback from our Accountant / Bookkeeper Partners and Small Business customers along multiple touchpoints
• Optimise the text analytics capabilities of Qualtrics for our large datasets, by auditing and maintaining Text IQ in collaboration with business owners
• Create Qualtrics dashboards, enabling key insights to be shared with stakeholders
• Work collaboratively with team members to deliver the Voice of Customer program, developing and documenting new processes
• Establish best practice survey processes, dashboards and templates to promote standardised use of using Qualtrics across research teams
• Administer VoC reporting, including the analysis of datasets to identify trends and the write up of key findings

What you'll bring with you:

• 1 year experience using Qualtrics for conducting customer research
• Experience with Customer research generating insights and communicating key findings to diverse stakeholders
• Experience working in an analytical capacity, using multiple datasets to create reports and draw insight
• Ability to articulate ideas to both technical and non-technical audiences
• Organisation and planning skills, ability to prioritise work to meet deadlines. Analytical and logical thinker Team player - Reaches out to peers and cooperates with stakeholders to establish an overall collaborative relationship