Head of Voice of Customer
Melbourne, Australia
Opportunity:
The Head of Voice of Customer is accountable for the enterprise Voice of Customer strategy, system and performance, ensuring customer feedback is systematically captured, integrated and translated into actionable insight that drives decisions, accountability and improved customer outcomes across the organisation.
This role owns how the organisation listens to customers, measures experience, identifies risk and tracks impact, providing a single source of truth for customer experience performance and ensuring customer feedback directly informs enterprise priorities, regulatory obligations and commercial outcomes.
What You’ll Be Doing
Here's what you can look forward to in this role:
- Define and own the enterprise Voice of Customer strategy aligned to CX and business strategy.
- Design and govern an integrated VOC system spanning relationship, journey, transactional feedback, complaints and operational signals.
- Ensure VOC approaches are consistent, scalable and comparable across Business Units, channels and customer segments.
- Own enterprise CX measurement frameworks (e.g. Relationship NPS, Journey NPS, effort and satisfaction).
- Ensure VOC data is statistically robust, timely and trusted by senior leaders.
- Establish clear performance baselines, targets and trend reporting at enterprise and BU levels.
- Translate VOC data into clear, actionable insights, root cause analysis and experience priorities.
- Surface emerging customer risks, system issues and regulatory concerns early.
- Support the Customer Council, ELT and senior leaders with VOC-driven recommendations and decision inputs.
- Integrate VOC data with complaints, operational, digital and commercial data to create a holistic view of the customer experience.
- Reduce duplication of surveys and ad-hoc measurement across the enterprise.
- Ensure customer burden is actively managed.
What You’ll Bring
To succeed in this role, you’ll ideally have:
- A relevant tertiary and/or post graduate qualification.
- 10+ years’ experience in a similar role
- Proven track record of leading successful customer transformation initiatives
- Understand core business processes and associated technical solutions.
- Demonstrated strategic mindset; seeing ahead to future possibilities (e.g., future customer and growth trends) and translating them into breakthrough strategies.
- Demonstrated interpersonal savviness; empathise and understand the needs of our business leaders and develop solutions in partnership and trust.
- Demonstrated ability to develop talent, developing people to meet both their career goals and the broader customer and growth agenda.
We’ve Got You Covered
At Bupa, care is at the heart of everything we do — for our customers and our people. We want you to thrive, so our global wellbeing program supports every aspect of your health: physical, mental, financial, and beyond.
Here’s just a taste of what you’ll enjoy:
- We take care of your health insurance with partially subsidised Bupa cover.
- Big discounts on travel, car, home, dental, optical & more
- Perks from partners like Apple, JB Hi-Fi, Endota Spa & New Balance
- Extra annual leave day just for your wellbeing
- A paid volunteer day each year to give back
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