Primary Responsibilities
Survey Management:
Design and administer internal customer satisfaction surveys, ensuring they align with stakeholder requirements and business goals.Manage the end-to-end survey process, including monitoring response rates, sending regular updates, and ensuring timely follow-up.Prepare and maintain survey materials (e.g., questionnaires, respondent lists, survey links, communication plans).Develop and manage survey dashboards to track key metrics and results.Provide quantitative and qualitative analysis of survey results and present findings to Tower Leads and relevant stakeholders.Ensure the quality, accuracy, and consistency of survey data and results.Stakeholder Engagement:
Collaborate with stakeholders to identify key areas for improvement based on survey results and operational insights.Manage stakeholder expectations related to survey analysis and recommendations.Knowledge Management
Oversee the Knowledge Management mailbox and respond to customer experience queries.Maintain and update knowledge assets, ensuring they are relevant, accurate, and properly formatted.Manage access, security, and compliance of knowledge repositories of assigned scope.Enforce KM standards, procedures, and policies to ensure the effective governance of knowledge assets.Continuous Improvement & Process Optimization:
Identify critical areas for improvement within KM processes and lead initiatives for process optimization.Mentor and provide technical expertise to teams, helping them improve knowledge sharing and adoption practices.Evaluate and recommend best practices based on project outcomes and industry standards.Continuously refine and improve knowledge management processes and methodologies to meet the evolving needs of the business.Communication & Knowledge Sharing:
Foster a culture of knowledge sharing within the organization by developing and implementing effective communication strategies.Liaise with cross-functional teams to ensure all stakeholders are engaged in the KM process and provide the necessary support.Prepare and distribute training documentation, process documents, and other knowledge resources.Ensure knowledge content is effectively communicated to all relevant teams, promoting better access and understanding of key information.Required Education
Bachelor’s degree in Statistics, Research & Development, or a related field, or equivalent experience in statistical analysis and customer experience management.Preferred Competencies/Skills
Experience with survey platforms (e.g., Qualtrics, Medallia, InMoment).Proficient in MS Office (Excel, PowerPoint, PowerApps) and database management.Familiarity with visualization tools (e.g., Tableau, Power BI).Knowledge of statistical analysis tools (e.g., SPSS, SAS).Strong stakeholder management skills and ability to collaborate across teams.Excellent communication skills, both written and verbal.Strong technical writing and documentation skills.Ability to troubleshoot technical issues and manage KM systems/tools effectively.Preferred Experience
Experience working in a fast-paced, results-oriented environment.Ability to work flexible hours to accommodate global meeting times.Experience in customer experience management or related fields.Familiarity with knowledge-sharing tools and techniques to enhance operational efficiency.Preferred Knowledge
Knowledge of survey design methodologies and customer lifecycle management.Advanced analytical skills with a solid understanding of statistical analysis.Familiarity with project management principles.Understanding of how knowledge management can improve shared services operations
QBE Cultural DNA
• 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
US Only - Disclaimer
• 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.
Global Disclaimer
• 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.
Skills:
Adaptability, Business Process Improvements, Communication, Critical Thinking, Customer Experience Management, Decision Making, Detail-Oriented, Intentional collaboration, Knowledge Management, Managing performance, Metadata Management, Process Improvements, Risk Management, Stakeholder Management, Waterfall Project ManagementHow to Apply:
To submit your application, click "Apply" and follow the step by step process.
Equal Employment Opportunity:
QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.