Voice of the Customer & Market Insights Specialist
Kewdale, WA | Full-time | On-site
Turn customer insight into product impact.
Pacvac is a WA-grown global leader in commercial cleaning technology, known for innovation, quality and customer-first thinking. We’re looking for a Voice of the Customer & Market Insights Specialist to ensure the voice of our customers directly shapes our product decisions and future innovations.
This role sits within our Product & Innovation (R&D) team, partnering closely with Product Managers, Customer Service, Sales and Marketing to translate customer feedback into clear, actionable insights.
About the Role
Reporting to the Head of Product & Innovation, you’ll be responsible for capturing, analysing and synthesising customer feedback and data, ensuring customer insight is systematically embedded into product strategy, development and continuous improvement.
You’ll combine qualitative research, data analysis and stakeholder engagement to influence decisions across the business.
Key Responsibilities
• Collect, consolidate and analyse customer feedback from multiple channels
• Owns and continuously develop structured processes and reporting frameworks for customer insights
• Identify trends, pain points, risks and opportunities from customer data
• Translate insights into clear, actionable recommendations for Product Managers
• Support product roadmap prioritisation and validation with evidence-based insights
• Track and report on the impact of the VoC driven changes on customer satisfaction and product outcomes
• Monitor competitor products, industry trends and market signals to complement customer feedback with external context
• Conduct interviews, surveys and qualitative research with customers and end users
• Track the impact of product changes on customer satisfaction and adoption
• Prepare insight reports and presentations for leadership and stakeholders
About you
You’ll bring:
• Experience in customer insights, data analysis, user research, psychology, or product analysis
• Strong analytical skills across qualitative and quantitative data
• Ability to communicate insights clearly to both technical and non-technical audiences
• Experience presenting insights to senior stakeholders and driving cross-functional action
• Experience influencing decisions without direct authority
• High attention to detail and strong customer-first mindset
• Tertiary qualification in Business, Analytics or similar (preferred)
Pacvac Perks
At Pacvac, we’re more than just a workplace – we’re a passionate, close-knit team that values creativity, collaboration, and having fun along the way. We’re proud of our supportive, high-energy culture where you’re truly part of the team and your ideas are welcomed and valued.
We offer a competitive salary aligned with industry standards, along with great perks like regular catered lunches, a stocked snack and candy bar, free fruit, additional wellbeing leave, and a fully stocked kitchen (although you’ll rarely need it with the amazing food our team loves to share). Good music, a casual environment, and genuine connections are all part of everyday life here.
Our warehouse and offices reflect our culture – with table tennis, darts, pool, and even a basketball hoop fuelling our strong (and friendly!) sporting spirit. Not into sports? No problem. Our active wellness program and social activities make it easy to connect within our diverse, multicultural team.
Our employees feel invested in and truly connected to their workplace. Pacvac invests in its people, and it shows – with team members who’ve been with us for over to 26 years.
Everything we do is guided by our values:
• Be a game changer
• Be results orientated
• Be caring
• Have fun
So if you’re looking for a workplace where you can do great work, feel supported, and actually enjoy coming to work – Pacvac could be the place for you.
Apply now and help shape the future of commercial cleaning technology.
