Voice of Customer (VOC) Insights Analyst

Employment Type: Full-time Location Type: Remote (Australia-based)

Company Description

Montu is Australia's largest healthtech business focused on alternative healthcare. Founded in 2019, Montu supports patients, doctors, and pharmacies through its Alternaleaf clinic, offers accredited healthcare education to clinicians via its SAGED platform, and provides dispensing solutions to pharmacies across Australia through Leafio. Montu is also the founding member of Cannabis Council Australia, advocating for legislative change in healthcare.

Mission: To make alternative healthcare more affordable and accessible.

Recognition:

• Australia’s fastest-growing tech company in the Deloitte TechFast 50 for two consecutive years (#1 in 2022 and 2023).
• Achieved remarkable revenue growth of 26,000% (2022) and 9,000% (2023).
• Named #1 on LinkedIn’s Top Startups Australia 2024.
• Largest business of its kind outside North America.

This role is a fully work-from-home position, with access to co-working spaces in Sydney, Melbourne, and Brisbane.

Position Overview

Are you passionate about customer experience, data-driven storytelling, and creating meaningful change? Montu is seeking a Voice of Customer (VOC) Insights Analyst to transform feedback into actionable insights, improving the experiences of patients, doctors, and pharmacies. As a key member of the VOC team, you will design and deliver feedback programs, analyze customer sentiment, and directly shape the experiences Montu delivers.

Responsibilities

• Design and optimize surveys across the patient, doctor, and pharmacy journey.
• Monitor experience metrics (e.g., NPS, CSAT) and understand customer sentiment over time.
• Collaborate with CRM, Product, Marketing, Clinics, and other teams to embed feedback loops that drive change.
• Support survey governance, ensuring alignment with privacy, ethics, and business goals.
• Automate survey delivery and targeting across multiple channels (email, SMS, in-app).
• A/B test and continuously improve survey performance and engagement.
• Analyze data to uncover trends, friction points, and opportunities for innovation.
• Craft compelling dashboards and reports to communicate customer insights.
• Share insights that shape product, clinical, and operational strategies.
• Champion customer advocacy and promote a customer-first mindset across the organization.

Qualifications

• Experience in research, insights, or customer experience.
• Strong knowledge of survey design and analysis (NPS, CSAT, CES frameworks are a plus).
• Hands-on experience with survey tools such as Typeform, SurveyMonkey, CultureAmp, or Survicate.
• Comfortable working with data tools (Excel, Looker, Tableau).
• Exposure to Braze or CRM systems is a bonus.
• Willingness to learn tools like SQL, BigQuery, or Python to enhance insights.
• Sharp eye for detail, strong communication skills, and a curious, problem-solving mindset.
• Passion for customer experience, human behavior, and making things better.

Additional Information

You will join a high-performing, fast-paced team where your work drives meaningful impact in a leading tech company at the intersection of healthcare. Montu fosters a driven and results-focused culture, encouraging ambitious individuals to push boundaries and contribute to better outcomes for Australians.

Benefits:

• Access to SAGED courses and more through the Greenhouse learning platform for continuous growth.
• Discounts with over 450 retailers.