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Voice of Customer Specialist

3 months ago

Auckland, Auckland, New Zealand Les Mills Full time

Utilise your primary research experience in this cross-functional global role delivering research and insights that put our customers at the heart of everything we do.

About Les Mills International:

At Les Mills, unlocking and amplifying that inner drive to achieve our goals is something we're not shy to say we're great at. While the Les Mills gyms that you know and love smash it out here in Aotearoa, our hustle is taking Les Mills group fitness classes to the world.

Today, Les Mills Internationals programs are in 22,000 gyms in over 100 countries – pair that with our digital subscription service LES MILLS+ (like Netflix for our workouts), and it's an exciting time to be a part of our global company. Our mission is simple – to create a fitter planet.

You don't have to be a fitness fanatic to fit in here, but you can make a workout part of your workday. If you want to continue your professional career in jandals or your gym gear, Les Mills International could be the place for you.

The role:

We have an exciting opportunity for a Voice of Customer specialist to become a key member of our Brand, Voice of Customer and Creative team. As a key contributor to the Insights Roadmap, this role involves hands-on research work. You will lead and execute research initiatives that unlock valuable insights across different user segments: Movers (end users), Club members, and Instructors. Your responsibilities encompass the entire research lifecycle; conceptualising research studies, defining objectives and methodologies, executing of the research in field and analysing and reporting of results.

Beyond the Insights Roadmap, you will also manage ad hoc research requests from teams across the business and will support the Senior Voice of Customer manager to enhance the Voice of Customer program.

Our insights and Voice of Customer initiatives play a pivotal role in shaping Les Mills' customer experiences. This role bridges data-driven insights with strategic decision-making, making a tangible impact on the our success and that of our customers. This role will suit someone who is highly adaptive, curious and a driven self-starter.

You will ideally need experience in the following:

  • 4 years+ experience in a research and insights based role
  • Good understanding of research covering a range of areas – including NPS and Customer Satisfaction Surveys, Tracking, Usage and Attitude, Segmentation, Brand Development, NPD and Advertising testing Experience interpreting and analysing data and acting on the outcomes.
  • Ability to use excel and/or other analytic software
  • Strong analytical and planning skills and attention to detail but with the ability to stand back and focus on the big picture
  • Intermediate plus experience using Qualtrics
  • Ability to manage multiple projects with a variety of stakeholders and ability to multi-task.

What's in it for you:

We operate as a flexible and hybrid workplace with a mix of working in the office and at home as a work scheme that enhances and encourages work/life balance. Whether that be working from home, going to the gym or doing school drop-offs/pick-ups, we want our employees to feel comfortable working in an environment where they can thrive and feel empowered.

We offer some great benefits that include:

  • Free gym membership and LM+ Subscription
  • 26 weeks full pay primary parental leave
  • Health Insurance discount
  • Friday drinks
  • Monthly companywide parties/events
  • Global mobility
  • Dog friendly office
  • Volunteer day
  • Free fresh fruits & snacks

We are a Rainbow Tick certified organization committed to providing a flexible, diverse and inclusive environment. We believe our people are the only way to help us work towards some steep growth goals and industry-leading innovations. If you're excited about this role, we encourage people of all backgrounds to apply, even if you don't meet every requirement. We might have something waiting in the wings that you'd be perfect for. We value the concepts of togetherness, support, equity, and respect, and that begins with increasing diversity in our teams.


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