Customer Insights Specialist

Let’s create a more sociable future together

At Endeavour, we’re totally into what we do. With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, we love to bring people together. Together we share our passion for our products and industry; it’s what inspires us to dream big, and continue to create new experiences for our customers and teams across Australia. If you thrive on positive energy, we want to meet you!

• Work across our entire portfolio of brands on various projects (Dan Murphy’s, BWS, ALH Hotels and Pinnacle).
• Hybrid role with the opportunity to be based in either NSW or VIC.

As a Customer Insights Specialist, you will support the success of the Customer Insights team by enabling a customer-first culture and insight-led decision making, and better understanding our customers’ feedback, motivations and anticipated behaviour. 

You will play a vital role in directing business priorities and actions, from our overall strategy, right out to frontline store teams, by overseeing the day-to-day management of our Voice of Customer (VOC) program, utilising our internal customer research panel, to conduct qualitative and quantitative market research projects, using our own customer listening tools and engaging with 3rd party research agencies to generate insight and inform business decisions.

Here is a taster of what you can expect in this role:

• Manage the day-to-day operation of the Voice of Customer (VOC) program, including Medallia platform health, administration and compliance, setup of dashboard users and stores, educating stakeholders and coordinating training sessions, responding to user queries and maintenance of the team’s admin email inbox
• Manage projects to expand and enhance the VOC program, ensuring the survey and data are aligned with business priorities
• Prepare reporting and complete analysis using VOC data to drive customer led decision making across our group of businesses
• Manage the VOC partnership between Endeavour Group and the Woolworths Group, to share learnings and best-practice, and coordinate shared resources
• Support and occasionally lead qualitative and quantitative market research projects, both with our internal customer panel (Gather by Woolworths Group & Partners) and by partnering with 3rd party research agencies. Manage relationships with internal and external stakeholders, and deliver results in response to business briefs
• Assist in the preparation and presentation of insights reports to various business forums, drawing on multiple sources to tell holistic stories about our customers and brand performance
• Build and maintain relationships with internal and external stakeholders, such as store operations, marketing, ecommerce, finance, technology, legal and strategy teams. 

Now let’s talk about you: 

• 1-2 years experience in a market research role (either client side or in a research agency) and/or Customer Experience insights (e.g. retail operations).
• Experience with market research surveys, qualitative and quantitative data analysis.
• Technically savvy, strong analytical and numerical skills.
• Strong presentation and influencing skills.
• Excellent stakeholder management ability.
• Project management skills.
• Display strong aptitude for problem solving.
• Knowledge and experience of using Google Sheets/Forms (or Microsoft equivalents).
• Degree / Diploma in a business or related discipline.
• Experience with Medallia and/or Qualtrics (desirable).

The benefits are good too! 

• We offer flexible working in every sense
• An exclusive discount card for BWS, Dan Murphy’s, Woolworths, BIG W and other Endeavour Group brands, including our ALH pubs
• Monthly meeting-free days 
• Your health and wellbeing is your most important asset, and as one of our valued team members, it’s our first priority. You will have a range of free services to help you live well and support your physical, mental and financial wellbeing
• Endeavour Group is full of opportunities - use our dedicated learning and development options to grow an idea, yourself, and your career. This is just the start, so dream big.

At Endeavour, we value being a workplace where everyone’s welcome - if you meet a number of the requirements (and not all), we encourage you to apply.

We are together creators

With a portfolio that includes Dan Murphy’s, BWS, ALH Hotels, Pinnacle Drinks and more, Endeavour Group is big on sociability. Together we create the moments that bring millions of people together. And together we have more fun, create more opportunities, and score a lot more goals. We’re serious about creating a safe, inclusive and fun place to rock up to where equal opportunity is key, and flexibility is part of how we roll.  

We’re all about creating a more sociable future - for our customers and each other. If this job excites you - and you’re close-enough on the requirements, reach out, we’d love to hear from you.

You can learn more about working with us on LinkedIn or at endeavourgroupcareers.com.au.

Our Talent Team and Hiring Leaders kindly request no unsolicited resumes or approaches from Recruitment Agencies. Endeavour Group is not responsible for any fees related to unsolicited resumes.

#WeAreTogetherCreators #ComeAsYouAre #DreamBig #FeelTheEnergy #LeaveYourMark #EndeavourGroup