Customer Experience Manager

About SquareTrade SquareTrade, an Allstate company, is redefining the consumer electronics insurance space. Our award‑winning, customer‑first mindset has made us the trusted partner of global giants such as JB Hi‑Fi, Amazon, Walmart, and T‑Mobile. With 5‑star reviews in the tens of thousands and a presence spanning San Francisco, London, Tokyo, and Melbourne, we’re scaling our customer experience (CX) efforts across borders. The Role: Customer Experience Manager This position is central to shaping SquareTrade’s Customer Experience (CX) program in Australia, focusing on leading the Customer Experience feedback program. Based in Melbourne, you will collaborate with internal teams, external partners, and suppliers across multiple time zones to drive measurable improvements in how we serve and delight our customers. You’ll be responsible for the seamless execution of our customer feedback programs, including CSAT, NPS and complaint insights, while uncovering actionable insights and leading cross‑functional initiatives that enhance customer satisfaction, loyalty, and operational efficiency. Note: Collaboration with our US‑based team is essential—this role requires flexibility to join early‑morning meetings (7–8 am AEST on some days). Occasional travel to the call centre in Knox for various training sessions and collaborations. You’ll also regularly present your insights and recommendations to the Australian Senior Leadership team and occasionally to global stakeholders, making storytelling and stakeholder influence essential components of your skillset. Key Responsibilities As part of the wider Customer Experience team, reporting to the Australian Head of Customer Operations, you will contribute to the design and ongoing development of SquareTrade’s Voice of Customer and consumer insights program, to drive service enhancements. Customer Insights & Strategy Support the tracking and analysis of key CX metrics, CSAT, NPS, and customer complaints to identify friction points and highlight moments of delight. Conduct root‑cause analysis and develop business cases to improve the end‑to‑end customer journey (e.g., claims process, repairs, communication). Deliver visual reports and dashboards to share insights across Product, Operations, Support, and Leadership teams, translating data into stories that compel action. Stay on top of global CX best practices, analytics trends, and emerging tools, keeping SquareTrade’s approach innovative and human‑centred. Stakeholder Engagement Facilitate customer‑centric workshops , CX working groups, and action‑planning sessions across departments. Collaborate with cross‑functional teams to embed customer‑centric practices. Communicate and champion a closed‑loop feedback culture , ensuring teams act on insights, resolve individual issues, and track impact. Be the local point of contact for customer feedback tools, particularly Qualtrics , and explore other channels (social, email, call logs, etc.) to deepen insights. Project Work Participate in and co‑pilot cross‑functional CX projects and collaborate with local teams and departments to implement and scale improvements. Who You Are Customer‑obsessed : You think like a customer and advocate for them relentlessly. A natural storyteller : You simplify complexity, bring data to life, and engage both execs and peers with your insights. Analytical and curious : You love digging into data, asking “why?” and discovering patterns others miss. Influential across functions : You lead through collaborative work and know how to bring people along for the journey. Self‑directed and action‑oriented : You make decisions and move things forward even with ambiguity. Able to work on your own as a self‑starter, but also just as comfortable in a team environment working side by side with your key contacts. Flexible and global‑minded : You thrive in cross‑time‑zone teams and enjoy connecting globally. What You Bring 5+ years in customer experience, customer insights, with ownership / Co‑Owner of VoC, CSAT or NPS programs. Experience with Qualtrics (or similar platforms like Medallia or Verint) for managing surveys and sentiment analysis. Previous experience in a fast‑moving organisation such as FMCG . Strong data skillset : Excel, Power BI or Tableau, plus basic SQL as a bonus. Proven ability to present to senior stakeholders , influence decision‑making, and turn insights into action. Knowledge of customer feedback metrics (CSAT, NPS, CES) and how to use them to drive improvements. Familiarity with CRM and CX systems (Salesforce, JIRA, Smartsheet) a plus. Tertiary qualifications in Business, Communications and or Marketing, Data Analytics or a related field preferred. Why You’ll Love Working Here Hybrid flexibility with 2–3 days in‑office (Tuesdays and Thursdays in‑office). Monthly allowances for phone/internet, wellness, and professional development. $750 home office setup allowance. Paid volunteer day and access to mental health resources. Inclusive, people‑first culture with regular socials and celebrations. Our Values Customer Obsessed – Treat every customer like it’s you on the other side. Innovate – Ask how it can be done better, then do it. Entrepreneurial – Use resources wisely and think long‑term. Make an Impact – Move the needle, get stuff done. People First – Hire and support the best. Integrity Always – Be honest, be humble, be you. We’re proud to be an equal‑opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Apply now and help shape the future of customer experience at SquareTrade. #J-18808-Ljbffr