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Customer Advocacy Business Analyst

Date:  Dec 30, 2021
Location: 

Derrimut, VIC, AU, 3030 Sydney, NSW, AU, 2000

Company:  Vista
  • Remote role
  • Global organisation 
  • $90k+ super

 

Who We Are:

Vista (formerly known as Vistaprint) Customer Experience and Marketing serves, inspires and delights customers – and helps others in our organization do the same. From the simplest interaction on our website to how people take in our advertising and communications, we are obsessed with delivering value. We know our customers’ needs, and we strive to exceed their expectations. Touching every element of the business, we’re here to grow and build the Vistaprint brand, reach new audiences and offer the best possible experience for every customer. 

This role will be responsible for utilising customer feedback data to identify customer experience pain points, then communicating and escalating issues.  Working with stakeholders to understand the root cause and how best to resolve the pain point and improve the customer experience.   

To recommend resolutions, you will be required to define the scale and impact (value/benefit) of customer issues, streamline communication to relevant teams and monitor progress through to resolution. You will maintain of a backlog of issues related to your LOB, along with the business or customer impact for these items, to enable the LOBs or other stakeholders to prioritise improvements.

This position is also directly responsible for providing input to stakeholders relevant to any changes that are customer facing including but not limited to product launches, overall product offering, services, and site updates. 

With a primary focus on customer issues experienced locally by your assigned LOB (Line of Business), which will be Australia and neighbouring countries, including New Zealand and Singapore.  The resolutions for these issues can sit with global and/or local teams.   

 

What You Will Do:

  • Contribute to and support a continuous cycle of feedback solicitation, issue prioritization and resolution communication, in collaboration with our Operations teams. 
  • Utilise qualitative and quantitative data to collate feedback, create insights and escalate findings, in response to defined tasks and issue prioritisation. All of which align with the business goals. 
  • Collaborate with stakeholders to understand root causes and turn customer feedback data into actionable insights, and work with stakeholders to implement improvements.
  • Create clear and compelling service enhancement stories from aggregated feedback sources, to drive action with relevant teams and to improve the overall customer experience.
  • Serve as the communication gatekeeper for local operations and manufacturing teams providing support as well as closed-loop feedback for issues identified by the centre; this includes providing context and recommendations based on unique market considerations especially when the issues cannot be resolved
  • Provide real time support to local and global CARE teams, acting as a POC for customer issues and manufacturing escalations
  • Maintain a project plan of initiatives for the LOB
  • Minimal Travel may be required

 

Your Qualifications:

  • Customer-centric mindset and the unreserved desire to inspire customer loyalty and to deliver service excellence 
  • Bachelor’s Degree, preferably a business or communications related major, or similar educational background 
  • Curious about data – skilled at, and enjoys, drilling into data and understanding what the data tells us (especially customer feedback data). 
  • A working understanding of Net Promoter System (NPS)
  • Excellent stakeholder management skills.  Comfortable working with stakeholders at all levels, and from all business domains and cultures. 
  • Inquisitive approach to work and seeks to understand the “why?” 
  • Proven ability to work independently and deliver results or complete projects results within defined timeframes 
  • Ability to handle difficult situations, problem-solve and find creative resolutions 
  • Excellent verbal and written communicator (fluency in English) 
  • Advanced knowledge of Microsoft Excel and PowerPoint 
  • Most weeks, you will be required to join (online) an early morning and late evening meetings.  When COVID restrictions are eased, you may be required to work from the office up to two days per week.

 

Desirable

  • Previous experience analyzing consumer behavior/feedback (NPS or CSAT) in an ecommerce capacity desired 
  • Proficiency with survey tools such as Qualtrics 
  • Experience/exposure to e-commerce and manufacturing industries advantageous 
  • Knowledge of the Vista brand

 

Why You'll Love Working Here:

Being at Vista means that you don’t see work as just a building, a desk or a manufacturing floor. You see it as a chance to take a step forward in your career journey – and your life. We strive to give you everything you need to learn, grow, and succeed. Through innovation, collaboration, and perpetual exposure to what’s next, we’re always pushing boundaries and broadening our horizons. We embrace the chance to operate outside of our comfort zone to discover what we’re capable of. Some might call that a challenge; we just call it another great day at work.

 

We're Remote-First:

In 2020, Vista adopted a Remote-First operating model and culture. We heard from our team members that having the freedom, autonomy and trust in each other to work from home and, the ability to operate when they are most productive, empowers them to be their best. Vistaprint also provides collaboration spaces for team members to work physically together when it's safe to do so and when in-person collaboration will deliver the best results.

 

About Us:

As an e-commerce powerhouse, Vista creates customer value (and delight) through accessible, cutting-edge technology. We are the marketing partner to millions of small businesses around the world. For more than 20 years, we have helped small businesses look and feel credible through high-quality marketing products and solutions that include signage, logo apparel, promotional products, face masks, flyers, postcards, business cards, websites and digital marketing. With Vista, 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. In 2020, Vista acquired 99designs to expand its design offering via a worldwide community of more than 150,000 talented designers to make it easy for designers and clients to work together to create designs they love. Vista is focused on making great marketing and design accessible to every small business owner, allowing them to create a cohesive brand image for use in-store, online and on-the-go.

 

To Apply:
Does this sound like the opportunity you’ve been waiting for? Apply now providing your CV and cover letter. We are looking forward to talking to you!

 

Equal Opportunity Employer:
Vista, a Cimpress company, is an Equal Employment Opportunity Employer. All qualified candidates will receive consideration for employment without regard to race, color, sex, national or ethnic origin, nationality, age, religion, citizenship, disability, medical condition, sexual orientation, gender identity, gender presentation, legal or preferred name, marital status, pregnancy, family structure, veteran status or any other basis protected by human rights laws or regulations. This list is not exhaustive and, in fact, in many cases, we strive to do more than the law requires.


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