CX Research & Insights Analyst


Let me tell you about CtM.. 

Talks of inflation and recession are flooding our feeds. And as prices continue to go up, more and more folks are going to really struggle to make ends meet. Which is why working for a purpose-driven brand that’s leading the way in helping Australians significantly reduce their household spending is as cool and impactful as it gets. Since launching in Australia in 2012, Compare the Market (CtM) has become one of the nation’s most loved comparison websites. Meerkats and all. Their mission is to help us make better informed purchase decisions across a number of important financial products including insurance, home loans and fuel.

Think about how expensive these things have become… I mean, $2.30 a litre?? No thanks.Their product now represents close to 80% of an Australian consumer’s household budget. 

The CtM team is committed to customer-led innovation, and they’re quite simply at the forefront of it and on a mission to extend the value that they can provide to Aussie households… like through their new mobile app and being laser focussed on innovating and improving their CX. 

And, this is where you come in.. 

We’re after a CX Research & Insights Specialist. You’ll sit within the CX and Voice of Customer (VoC) team, playing a critical role in helping the team expand and continue to develop their customer research program. What does that mean you ask? Well, you’ll be putting your exceptional digital, research and insights skills to use to investigate current challenges at a customer level for the brand. And it’s likely you’ll get your kicks from identifying innovative ways to enhance the experience CtM provides to their customers right across the board. (cool, huh?)

Your day to day? Think: facilitating ongoing customer research, conducting surveys in a unique way, looking at the customer journey and deep diving into all of that CX goodness at a research level. This will include lots of usability testing across the entire product and service offerings at CtM, as well as validating design solutions and making recommendations so the team are on point, focussed and closer to their customer than ever before with some solid data and testing backing their decisions.

With the support of your team, you’ll also be owning and managing the day to day running and reporting for CtM’s VoC channels that will be shared across the biz. 

To make this gig a success, you don’t need to tick ALL the boxes but you need to be obsessed with the CX space, love ‘All Things’ data, research and your inquisitive nature and deep desire to lift up the hood on the customer journey and truly understand the needs, wants, and desires of a CtM customer will see you kick BIG goals in this role. 

And you? Fully relate to the below: 

  • You’ve got around 3+ years experience in a similar CX, UX research or Data/ Digital Insights focused role. We’re interested in chatting to peeps from all kinds of backgrounds so don’t shy away from saying hello!; 
  • You’re obsessed with the CX space and you’ve got some solid experience leading and facilitating user research activities, workshops and usability testing;
  • You’d classify yourself as pretty flippin’ knowledgeable when it comes to design methodologies, best practice usability and web standards;
  • You’ve got previous experience utilising customer feedback applications like Usabilla / InMoment / Qualtrics (or similar tools), and consolidating your findings to highlight key trends and overall sentiment;
  • You’ve got a solid understanding of analytics and insights tools and how to best leverage the data from these to illustrate current customer behaviour and trends; 
  • You might have even had some experience creating and executing A/B and multivariable tests to validate design recommendations and hypotheses;
  • You’ve got the skills or desire to distill and translate research findings into easily understandable recommendations that can be readily shared with your design and product teamies; And 
  • You might be someone who already has proven experience of previous journey maps and/ or jobs maps that go beyond workflow diagrams and process maps that truly highlight customer needs, pain points and new opportunities.

Why CtM?

The CX team at CtM are a tight-knit bunch, both innovation obsessed & purpose-driven. And? They’re on a flippin’ cool journey of exciting transformation. It’s a real start-up vibe where it’s ideas & experimentation over egos, everyday. They are passionate, creative, have lots of fun, and they’re also damn good at their craft. Alongside joining a stellar team, CtM has a thriving culture where you can craft your career. Below are some of the things you can look forward to as part of the CtM gang: 

  • Genuine flexibility
  • A culture that is supportive of your development & growth
  • A flat organisational structure with opportunities to present ideas to the CEO and exec team
  • A fun & upbeat vibe 
  • An environment where challenging the status quo is *loved*
  • Generous discounts (we lurvvve a discount, right?)

If you’ve read this far, then you deserve a drink as big and juicy as this job ad. 
But I also want to know… does this sound interesting? Are you intrigued?
I hope so, and I hope you feel compelled to personally hunt me down to chat about it.

Here’s how you’ll find me to tee up a chat:
Shannon Greaves | [email protected]

Apply Now

Date Listed
[email protected]
Permanent / Full Time