Consultant Gig #1004–Sydney/Brisbane–Expert in Customer Experience and Insight

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.

Role 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.

Logistics Start date: The aim is commence work in April Duration: I n itial 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) ✧✧ ✧ ✧ ✧✧

• All Accredited Professional must become a Member of ICG if not already the case
• 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.