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About the Role

As an integral member of the Customer Strategy team, you will design, build, and scale a best-in-class, omnichannel Voice of the Customer (VoC) programme. You will report to the Head of Customer Experience and champion the customer by capturing and analyzing feedback across all digital, physical, and contact centre touchpoints throughout the home-building journey.

Responsibilities

• Integrate customer feedback from surveys, reviews, contact centre interactions, and digital channels.
• Manage Microsoft Dynamics 365 Customer Voice, including survey building, distribution, and tracking metrics like NPS and CSAT.
• Produce monthly NPS reporting, including analysis, commentary, and presentation of results to senior stakeholders.
• Analyze data from sales, construction, and customer care to identify satisfaction drivers and improvement areas.
• Build and maintain dashboards to make customer feedback actionable for teams and leaders.
• Translate customer feedback into practical insights to improve home design, construction, and delivery.
• Partner with cross-functional teams to embed customer insights into planning and process improvements.
• Advocate for the customer to ensure their voice influences business decisions.
• Monitor emerging tools, methodologies, and best practices in customer insight technology.

Requirements

• 5+ years of experience in customer insights, CX analytics, market research, or a similar field.
• Strong stakeholder management skills with the ability to influence at a senior level.
• Proven hands-on experience with Microsoft Dynamics 365 Customer Voice.
• Experience building and running Voice of the Customer (VoC) programs.
• Strong understanding of omnichannel customer listening and integrating multiple feedback sources.
• Ability to analyze and connect customer insights with commercial and operational data.
• Proficiency in Power BI or similar BI tools for dashboard creation.
• Solid understanding of CX metrics including NPS, CSAT, and CES.
• Alignment with core values: people matter, better together, be accountable, and think bigger.
• Successful completion of employment screening, including a National Police Check and pre-employment medical if required.

Skills

• Microsoft Dynamics 365 Customer Voice
• Power BI
• CX Analytics
• Market Research
• Stakeholder Management
• Omnichannel Customer Listening
• NPS/CSAT/CES Metric Analysis

Location

• Norwest

Experience Level

• 5+ years

Salary/Compensations

• Attractive remuneration

Benefits

• Discount on building a home with company brands
• 100% company-funded income protection insurance
• Purchased leave program for up to 2 weeks extra leave
• Paid parental leave (12 weeks for primary carer, 4 weeks for secondary carer)
• Employee discounts on gym memberships, motor vehicles, home appliances, energy, and health insurance
• AIA Vitality health and wellbeing program
• Employee assistance program
• Online learning and professional development programs
• NAWIC and HIA corporate membership

About the Company

• NEX Building Group is a diverse organization established in 1987 with over 1,400 employees.
• The company aims to be Australia’s leading home building group.
• Iconic brands include McDonald Jones, MOJO Homes, Weeks Homes, Wilson Homes, Arden Homes, Brighton Homes, and Supaloc Steel Frames.

Equal Opportunity

• The company maintains a genuine focus on diversity and inclusion, highlighted by the Women in Construction Program and annual Building Inclusivity Awards.