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Customer Experience Insights Specialist

Date:  Sep 5, 2021

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

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


Who We Are:

Vistaprint’s 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.


We are looking for a marketer that is passionate about customer experience and driven to impact customer metrics. This role is the customer voice for Australia and neighboring countries, including New Zealand and Singapore (the assigned Line of Business, LoB). This person will have the drive and the ownership to move Vistaprint to be more customer driven and drive effective change. This role will report into the global VoC (Voice of the Customer) function which sits within the Customer Continuous Improvement team and will be an integral part of your LoB’s team.  We are looking for a marketer that is looking to expand their impact by coordinating all efforts around customer experience and impact.

The role will define the scale and impact of customer issues, streamline communication to relevant teams and facilitate the path to resolution in partnership with the GM for your LoB. 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 customer experience.   They will also maintain a backlog of issues related to their LOB, along with the business or customer impact for these items, to enable the LOBs or other stakeholders to prioritise improvements in a structured manner.


What You Will Do:

  • Build a structured set of inputs to drive customer understanding be it from customer contacts, user testing in partnering with UX, data mining, specific market research studies, etc.
  • Lead a continuous cycle of customer understanding, issue sizing and prioritization and driving through to resolution.
  • Use customer feedback and Voice of Customer insights to appropriately raise findings in response to defined business goals
  • Build clear and compelling service enhancement stories that drive action with relevant teams to improve the overall customer experience
  • Maintain strong collaborative relationships with key partners – Social Media, Problem Management, CE, CRM, Logistics, Marketing and Pricing teams
  • Use existing feedback loops to provide relevant stakeholders with real-time customer reaction to large scale site changes and/or tests
  • Collaborate with Analytics as needed to facilitate data capture and input to VoC presentations
  • Ensure quality and consistency of all supporting data sources when championing an initiative whilst maintaining a VoC project plan of initiatives
  • Engage cross-functional partners during the design, implementation, and analysis of VoC data and creation of dashboards and reports
  • Most weeks, you will be required to join (online) an early morning and late evening meetings.  When COVID restrictions are eased, you will be required to work from the Sydney CBD collaboration space up to two days per week.


Your Qualifications:

  • At Vistaprint, we value the experiences that individual team members add to our culture. Please don't hesitate to apply even if you don't meet the exact qualifications, we look forward to learning more about you!
  • A truly customer-centric attitude and the unreserved desire to encourage customer dedication and to deliver service excellence
  • Team player with strong collaborative skills and is open to innovative approaches.
  • Ability to handle difficult situations and find creative resolutions within defined timeframes
  • Previous experience analysing consumer behaviour/feedback (NPS or CSAT) to create action focused insights
  • Excellent project management skills - detail oriented, Self-motivated, and thorough
  • Bachelor’s degree in marketing and previous experience in Product Marketing or Customer Experience


Nice to Have:

  • Experience with Agile and Lean
  • MBA in Marketing Education


Why You'll Love Working Here:

Being at Vistaprint 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, Vistaprint 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, Vistaprint 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 Vistaprint, 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, Vistaprint 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. Vistaprint 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:
Vistaprint, 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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