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Voice of Customer (VoC) Specialist
About the job
Welcome to HotDoc, where the mission is to enhance the healthcare experience for everyone in Australia. As a Voice of Customer Specialist, you will play a pivotal role in shaping how patients and doctors communicate, ensuring that customer insights drive impactful changes. The team thrives on collaboration, autonomy, and a shared passion for improving healthcare outcomes.
You'll be responsible for
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Leading and executing VoC program
Leading and executing HotDoc’s Voice of Customer (VoC) program to surface meaningful customer insights.📝
Designing customer research initiatives
Designing and running customer research initiatives; including interviews, surveys, focus groups and sentiment analysis.🔍
Analysing customer feedback
Analysing NPS, CSAT and qualitative feedback to uncover themes, trends and underlying drivers of customer behaviour.Key criteria
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Experience in customer/user-experience research
Demonstrated experience running Voice of Customer programs that drive business outcomes.View
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Strong qualitative research skills
Proven ability in data collection methods, analysis, and synthesis.View
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Familiarity with customer satisfaction metrics
Experience with NPS, CSAT, survey design, and qualitative feedback methodologies.View
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