Customer Survey Specialist

• Identify processes qualified for Internal Customer Satisfaction Surveys
• Initiate process improvements to ensure efficiency of Knowledge Management processes
• Compliance to Knowledge Management and survey processes
• End to end survey management including monitoring of response rate and sending regular updates
• End to end business tower / account management
• Monitor compliance to action log data as part of issue management for internal transactional survey
• Identify critical areas of improvement for the business
• Manage stakeholder expectation in areas affecting analysis of the results
• Monitor and resolve queries related to customer experience in the KM Mailbox
• Survey design based on requirements of stakeholders
• Preparation of survey materials (ex. questionnaires, respondents lists, survey links, communication plans,
• etc.)
• Preparation and management of survey dashboards
• Report preparation, analysis and presentation of survey results up to Tower Leads level
• Quantitative and Qualitative analysis
• Ensure Quality and Accuracy of output
• Develop and maintain effective working relationships within the department
• Provide technical expertise and mentoring to assist the towers in their requirements

• Bachelor's Degree or equivalent combination of education and work experience

• NA

• Experience in using Qualtrics
• Desktop software: MS Office (Excel, PowerPoint, and PowerApps)
• Database Management
• Visualization tools such as Tableau and Power BI
• Statistical tools such as SPSS and SAS
• Effective stakeholder management
• Excellent communication and technical writing skills
• Effective collaboration skills

• Experience working in a fast-paced and results oriented environment
• Experience working with flexible hours to accommodate global meeting times
• Experience in customer experience management

• Basic knowledge of survey design and methodologies
• Advanced knowledge of customer lifecycle
• Advanced analytical skills
• Basic knowledge in statistical analysis
• Fundamental Knowledge of project management
• Understanding of how to harvest and share knowledge articles to improve shared services operations

• Everything we do at QBE is underpinned by our DNA (which interlinks seven cultural elements) – because we know it's not just what we do that matters, it's how we do it that makes the difference. We expect all employees to role model and inspire the right behaviours that link to our cultural elements:
• We are customer-focused
• We are technical experts
• We are inclusive
• We are fast-paced
• We are courageous
• We are accountable
• We are a team
• All employees are expected to adhere to QBE’s Code of Ethics and Conduct and apply sound risk management practices

• To successfully perform this job, the individual must be able to perform each essential job responsibility satisfactorily. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential job responsibilities.

• The duties listed in this job description do not limit the assignment of work. They are not to be construed as a complete list of the duties normally to be performed in the position or those occasionally assigned outside an employee’s normal duties. Our Group Code of Ethics and Conduct addresses the responsibilities we all have at QBE to our company, to each other and to our customers, suppliers, communities and governments. It provides clear guidance to help us to make good judgement calls.

QBE Insurance