Voice of Customer Specialist

The Pepperstone story started in 2010. We know what it’s like to trade the world’s markets. Our team describes us as a place for the curious and the driven, and we like to do things a little differently; as a transformative global fintech, we’re digital, nimble, connected, and united in our vision to create a better way to trade.

We thrive on progress – for our clients and for ourselves. Our organizational culture is ever-evolving, vibrant, diverse, global, and results focused. You’ll find our 350+ team currently across 9 locations and time zones.

The Role:

We are seeking a Voice of the Customer (VoC) Specialist who is enthusiastic about enhancing customer experiences and motivated to improve customer metrics. In this newly created role, you will be part of our Client Lifecycle Enhancement team reporting to our Head of Client Lifecycle Enhancement in Melbourne. You'll be the champion for our customers' voices working closely with different teams to gather feedback, analyze it, and turn it into actionable insights that help us improve customer experience (CX) throughout their journey with us.

The role can be based either in Melbourne, rest of key regions in APAC or Cyprus and we welcome candidates from these regions with relevant experience to apply and be part of our growing team who are passionate about client success.

As our Voice of Customer Specialist, your key responsibilities include, but not limited to :

• Track and analyse key customer satisfaction metrics (like CSAT). You'll work with other departments to understand what's driving these scores and recommend ways to improve them.
• Develop and improve the systems and processes we use to collect and manage customer feedback. This includes building a strong VoC program across all customer segments and touchpoints.
• Take customer comments and turn them into clear themes, trends, and ideas for improvement. These insights will help us win over more customers and keep them happy.
• Create clear reports with customer feedback for key decision-makers.
• Facilitate discussions and meetings to turn customer insights into action plans.
• Make sure our systems for collecting and using customer feedback are running smoothly and efficiently. This includes following up with customers to address their concerns.
• Become the go-to person for all things customer voice and feedback.
• Build strong relationships with other teams and departments to ensure customer feedback is considered in all our decisions and interactions with customers.
• Stay ahead of the curve by researching how leading companies collect and use customer feedback. This will help us ensure our approach is the best and most effective.
• Gather feedback from team members and make sure it reaches the right people. This will help us prioritize the most important customer needs.

About You:

• Previous experience in a similar role within VoC programs.
• Demonstrated ability to influence teams and stakeholders at various levels.
• A passion for understanding customer needs and a desire to make things better for them (experience in CX design or lifecycle marketing is a bonus!).
• Familiarity with popular customer experience survey platforms (e.g., Qualtrics, Medallia).
• Comfort working with data and identifying trends. You'll also be able to explain these trends to others and guide the data analysis team.
• A proven track record of getting things done and meeting deadlines in a fast paced environment
• Current and full working rights in Australia

Why you will enjoy working with us:

• Competitive salary with industry leading commission structure
• Genuinely collaborative and friendly culture
• Flexible and hybrid working
• Remote working option - work from anywhere for up to 6 weeks per year, in addition to hybrid working as standard
• Ongoing personal development & learning opportunities
• 15 weeks paid primary carers parental leave & 4 weeks paid secondary carers leave
• 3 paid volunteering days per year & Workplace Giving Program
• Frequent events and celebrations including a standard weekly social

More about Pepperstone

We’re a regulated online Forex and CFD trading platform. With the scale of a global fintech and the agility of a start-up, we arm our clients with everything they need to take on the global markets with confidence. You will be part of a wider passionate and friendly team, and whilst things may not always go to plan, we learn quickly and move forward with impact. To learn even more visit Pepperstonecareers.com and www.linkedin.com/company/pepperstone/

We understand it’s important to do due diligence on a prospective employer, see what our team are saying on Glassdoor. We respect our team members’ experiences and will never pay to remove a negative review.

Pepperstone is an equal opportunity employer. We are passionate about building a diverse workplace and strongly encourage applications from any background.

“We are a 2023 Circle Back Initiative Employer – we respond to every applicant”.

We will be reviewing applications as they come through, so if this is an opportunity that excites you, don't wait. Express your interest by clicking the apply button below as soon as possible.

Note to external agencies: While we appreciate the efforts of external recruitment agencies, we prefer to engage directly with applicants for this opportunity.

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