Associate Director Customer Experience Insights

The Associate Director - Customer Experience Insights leads Novotech’s global customer experience insights, analytics and measurement capability, ensuring customer feedback and experience data are systematically captured, analysed and translated into actionable business insight. The role will design and evolve the Voice of Customer (VoC) framework, establish robust CX measures and analytics, identify trends, experience drivers and emerging relationship risks, and provide evidence-based recommendations that strengthen customer experience, operational performance and client retention.

Key Responsibilities

Voice of Customer & CX Measurement

• Design, own and continuously evolve the global Voice of Customer strategy, survey architecture and measurement framework across relevant customer lifecycle and relationship touchpoints.

• Establish fit-for-purpose CX measures and survey methodologies, including question design, sampling, segmentation, response-rate strategy, benchmarking and controls for response bias.

• Own enterprise survey and experience-management platforms such as Qualtrics or comparable tools, including governance, survey deployment, data quality and reporting standards.

• Define a coherent hierarchy of relationship, transactional and journey-level measures so leaders can understand both overall customer sentiment and the drivers behind it.

Customer Analytics & Insight Generation

• Integrate and analyse multiple customer data sources, including survey feedback, CRM data, complaints, service or operational metrics, customer interactions and other relevant structured and unstructured inputs.

• Apply quantitative and qualitative analysis to identify customer needs, performance drivers, root causes, trends, segments, emerging issues and relationship risks.

• Build analytical approaches that connect experience signals to business outcomes such as retention, account health, service performance and improvement priorities.

• Translate complex datasets into clear, commercially relevant insights, highlighting the “so what”, implications and recommended actions for business leaders.

Dashboards, Reporting & Executive Insight

• Develop scalable CX dashboards and reporting using tools such as Power BI, Excel and SQL, with clear definitions, governance and data-quality controls.

• Create concise executive-level reporting that explains changes in customer experience, material drivers, areas of risk and the actions required.

• Partner with relevant data and technology teams to automate data flows and improve the accessibility, consistency and timeliness of CX information.

• Establish regular insight cadences for senior leadership and customer-facing teams, moving reporting beyond descriptive metrics toward decision-oriented analysis.

Business Partnership & Action Planning

• Partner with Commercial, Operational, Quality, Customer-facing and functional teams to interpret customer feedback and convert insight into prioritized improvement actions.

• Facilitate deep dives on material customer themes and support teams in diagnosing root causes, validating hypotheses and measuring whether actions improve the customer experience.

• Provide evidence-based insight to support customer strategy, relationship management, service enhancement and retention initiatives.

• Act as the internal subject-matter expert on customer research, CX analytics and survey methodology, raising capability and analytical discipline across the organisation.

Capability, Governance & Continuous Improvement

• Establish common definitions, standards and governance for CX data, measures, dashboards and research practices globally.

• Assess the maturity of the existing CX analytics environment and build a practical roadmap to strengthen tools, data integration, methodology and business adoption.

• Monitor external developments and good practice in B2B CX, customer research, analytics and experience-management technology, applying relevant advances to Novotech.

• Ensure appropriate handling of customer data and alignment with applicable internal requirements relating to confidentiality, privacy, information security and data governance.

Measures of Success

• A consistent global VoC and CX measurement framework is established and adopted.

• CX reporting provides leaders with timely, trusted and actionable insight rather than isolated survey scores.

• Multiple sources of customer data are connected to create a more complete view of experience and account health.

• Material customer risks and experience opportunities are identified earlier and translated into measurable action plans.

• Executive and functional stakeholders demonstrate regular use of CX insights in prioritisation and decision-making.

• Customer-experience improvement actions can be tracked from insight through intervention to outcome.

Experience & Qualifications

Essential

• Significant experience designing, building and owning Voice of Customer, customer research or CX insights programs in a complex B2B organisation.

• Deep knowledge of survey methodology, including questionnaire design, sampling, segmentation, statistical interpretation, response bias and CX measurement.

• Strong quantitative and qualitative analytical capability with the ability to work with complex and imperfect customer datasets.

• Demonstrated experience combining customer feedback with CRM, complaints, operational or other customer-related data to generate integrated insight.

• Hands-on experience with Qualtrics or a comparable enterprise survey / experience-management platform.

• Strong business intelligence and data-visualisation capability, with practical proficiency in Excel and Power BI and working knowledge of SQL or equivalent query tools.

• Proven ability to convert complex analysis into concise executive insights, recommendations and clear business priorities.

• Strong stakeholder management and influencing skills, with confidence working across functions, geographies and levels of seniority.

• Experience establishing or materially upgrading a CX analytics capability, rather than solely operating an inherited reporting process.

Preferred

• Experience in long-term, multi-stakeholder B2B customer relationships, including professional services, technology, life sciences, healthcare or other complex service environments.

• Experience with Salesforce or comparable CRM/customer-data environments.

• Experience with text analytics, unstructured feedback analysis and/or advanced statistical approaches relevant to customer insight.

• Exposure to global or multi-country operating models and customer populations.

• Tertiary qualification in analytics, statistics, market research, behavioural science, business, economics or a related discipline; postgraduate study is advantageous.

   

We offer hybrid working arrangements and full flexibility in working hours to ensure our staff achieve the work-life balance often missing in this role.

Novotech is proud to offer a great workplace. We are committed to being an employer of choice for gender equality and providing an inclusive work environment where everyone is treated fairly and with respect. Our team members are passionate about what we do, but we understand work is only of the things that is important to them. We support our team members with flexible working options, paid parental leave for both parents, flexible leave entitlements, wellness programs and ongoing development programs.

We are looking for people who are passionate about working clinical research and biotech, including people who identify as LGBTIQ+, have a disability or have caring responsibilities.
We are a Circle Back Initiative Employer and commit to respond to every application. We look forward to contacting you regarding your application.