Customer Insights & Reporting Specialist Job Vacancy in HotDoc Remote – Updated today

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Full Details :
Company Name : HotDoc
Location : Remote
Position :

Job Description : Welcome to HotDoc!
Founded in Melbourne, Australia in 2012, HotDoc is Australia’s largest patient engagement platform with over 8 million app downloads in Australia.
The past 18 months have seen massive growth for our business, our team, and our community. We now work with over 21,000 practices around Australia, including GPs, Allied Health, Dental Practices, Specialists, and Optometrists. We’ve helped patients book over 9 million COVID-19 vaccinations (and counting)!
We have ambitious goals to improve the healthcare experience for everyone in Australia with exceptional patient journeys, and we’re looking for extraordinary individuals to help us get there.
What’s in it for you
Working closely with our customer facing teams, you are the perpetual champion of the customer, walking in their shoes and considering the impact on the customer of any and all decisions. You will work with all leaders to drive a culture of customer first through insights and data storytelling.
Leverage your passion for customer insights to enhance the Product, Service and Brand Experience for our customers and patients. All of which will drive customer loyalty, advocacy and Customer lifetime value.
This role can be hybrid working from home and our office in the CBD or fully remote from any other location in Australia.
What will you be doing?
You will oversee the HotDoc Voice of Customer program day to day, executing survey design, identifying action plans based on trends in feedback and working cross functionally to implement improvements. You will support the delivery of our CX Strategy and identify improvement opportunities across the customer journey.
Establish and maintain survey design best practice, processes and standards, owning the ‘closed-loop feedback program’, conducting root cause analysis on customer feedback and operational data and making recommendations for improvement.
Identifying promoters in our Customer base and creating leads for testimonials and case studies that drive customer advocacy and loyalty.
Using quantitative and qualitative customer feedback, insights and operational data, conduct analysis and provide key findings/recommendations to Sales, Marketing, CX and Product through excellence in reporting, data visualisation and storytelling techniques across the customer lifecycle.
Establish and share knowledge on competitors that inform how we shape our ways of working and decisions in the CX function and other HotDoc teams.
Requirements
What you must have to apply for this role
Tertiary qualification in either Marketing, Business, Commerce or similar
Experience in establishing and leading best practice Customer Insights / Voice of Customer / NPS programs that deliver actionable customer insights via high quality reports, presentations and workshops
Strong communication, prioritisation and organisational skills
Ability to analyse, model, interpret and present data (SQL and data visualisation skills preferred)
Strong ability to deliver content in an easy to understand way, using data visualisation, storytelling and presentation skills
Great stakeholder relationship management skills, with the ability to work and impact/influence cross functionally for great customer and business outcomes
You’re just the person we’re looking for if you can demonstrate that you
Are a socially conscious person who wants to be in a role that positively impacts Australian healthcare
Are empathetic and care about doing right by others
Take ownership of problems and their solutions
Are prepared to speak up and question the status quo
Are passionate about technology, health IT and/or SaaS
Benefits
What do our employees love about working for HotDoc?
What is at the heart of HotDoc is our people. We are an employee first company and recognise that we can’t provide a great patient experience, if we don’t look out for our employees.
Work with impact & purpose. We are helping to make health care accessible for everyone in Australia. Expect to work on problems that are having a positive impact on the lives of Australians.
Work with great people. Work alongside a supportive, diverse and inclusive team. You will be supported to solve problems and think creatively and innovatively, while having fun along the way.
Work that challenges you. The past 18 months have seen massive growth for our business, our team, and our community. You will be supported to set professional development goals and plans to grow and learn as HotDoc grows.
Work that fits into your life. We are a flexible, remote-friendly workplace. We prioritise HotDoc’cers looking after themselves and provide free access to our mental & physical wellbeing program. This includes access to our EAP and coaching platform. We also have access to 12 weeks paid primary caregiver parental leave and 6 weeks secondary caregiver parental leave.
If you want to find out more about what it is like to work at HotDoc, check out our Instagram @hotdoconline and watch a YouTube video https://www.youtube.com/watch?v=rIOI3xrF6uE
HotDoc is a place where you can be you.
We celebrate diversity at HotDoc and we welcome all applications.
If you would like to find out more about how we celebrate diversity, please click https://practices.hotdoc.com.au/diversity-inclusio…
While it is our preference to employ from the local labour market, we will consider applicants in Australia who already hold a visa. We offer sponsorship and a pathway to permanent residency for the right applicants.

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