A new client for ICG, an Australian retirement savings and superannuation fund, requires foundational research to inform their customer and digital experience strategy. The client requires market research that will enable effective resource prioritisation toward activities that help the fund to improve either existing services and/or customer perceptions around key levers that will elevate their customer and digital experience to world class levels and improve overall business performance.
Our client would like to develop a prioritisation model and a framework to demonstrate the potential uplift on key satisfaction metrics, based on improvements in the prioritised levers in the business. The project will also deliver benchmarking and key driver analysis, as well as a reframed Voice of the Customer program. The final deliverable for the project is to recommend a continuous improvement framework to ensure that the VoC program evolves with changing customer needs and expectations.
We seek experts in customer experience and insight who have worked on both qualitative and quantitative programs and are familiar with the development of frameworks that deliver simulators for scenario planning.
Start date: The aim is commence work in April Duration: Initial project will run for 3-4 months
Location: The work will be delivered from the UK, remotely and within the clients offices in Sydney and Brisbane,
Rate: Daily rate to the consultant will be dependant on the level of experience and seniority
Application Close date: No later than Thursday 27th, March 2 pm (AEDT)
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- APT’s must be lodged within 48 hours. We will review all APT's and select the best 3 for the client. The client will then conduct interviews.
- Please note that the net rate quoted is an ICG Affiliate rates available for
- ICG Members only. Any previously agreed and documented rates for candidates introduced to ICG via approved 3rd parties will be honoured.
Consultant Gig #1004–Sydney/Brisbane–Expert in Customer Experience and Insight in London employer: Internal Consulting Group
As an independent assurance partner for a prestigious university in the Midlands, we offer a dynamic work environment that fosters collaboration and innovation. Our commitment to employee growth is reflected in our supportive culture, where team members are encouraged to develop their skills through meaningful projects and public sector engagements. With competitive rates and the opportunity to contribute to significant digital transformation initiatives, we provide a rewarding experience for professionals seeking to make a real impact in the education sector.
