Drc- Customer Experience Specialist

2 weeks ago

Melbourne Western Suburbs, Australia Hudson Australia Full time
We require an Customer Experience Specialist in Strategic Delivery division.

The Customer Experience Specialist, under the direction of the Director of Insights & Innovation, is responsible for supporting the development and implementation of the department's Strategy CX Blueprint and Roadmap.

The delivery of the CX Blueprint and Roadmap is critical in delivering the improvement of the systems, processes, culture, and capability resulting in high impact improvements to overall service delivery and customer experience for all clients.


We are looking for someone to -

  • Embrace a humancentred approach to develop solutions improving department's client and employee experience.
  • Support the CX Lead and Manager in developing and implementing the CX Strategy, Vision and Principles and rolling these out across the organisation.
  • Support the Client Insights Manager to undertake research and Voice of Customer projects, including:
  • Perform primary research, including focused interviews and empathy interviews with Clients.
  • Perform secondary research to explore potential opportunities (e.g., Desktop Research)
  • Assist in the preparation and facilitation of codesign and prototyping workshops involving clients.
  • Assist in management of the Voice of Customer platform.
  • Organise and lead ideation sessions to identify and assess potential solutions.
  • Work with the UX/UI designers to leverage rapid prototyping tools and techniques to test and iterate solutions.
  • Organise, launch, and monitor pilots to test Minimum Viable Products (MVPs) with clients and assess early benefits.
  • Support the UX and CX Service Designers to develop omni channel journey maps and service blueprints.
  • Support the Change team in the roll out of CX activities to operationalise the CX Blueprint proactively suggest ways to improve ways of working.
  • Work closely with product/service owners to identify improvement opportunities by proactively capturing and analysing clients' feedback.

Location:
Geelong - hybrid working environment. 3 days Geelong office attendance per week is required.

Ideal Start Date:

ASAP

Assignment duration:
ASAP to 30/06/2023

HOW TO APPLY:

Please submit your resume (in MS Word Format) for consideration via the link below. A cover letter demonstrating your relevant experience may also be reviewed.

Your interest will be treated in the strictest of confidence.

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