Experience Manager

1 week ago

Canberra, ACT, Australia ClearCompany Full time

Our Why

Datacom works with organisations and communities across Australia and New Zealand to make a difference in people's lives by turning the imaginable to reality. Datacom enable our customers, communities and countries to thrive and shape their own futures.

About the Role (your why)

The Experience Manager is a pivotal role responsible for orchestrating the delivery and continuous enhancement of customer and employee experiences. This role acts as a strategic liaison between customers, business leaders, and internal teams, ensuring that customer insights are translated into actionable strategies that drive service excellence and business growth.

Our offices are based in Melbourne, Canberra and Adelaide - We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/ life balance. This is a Hybrid role where you will be in the office 2 to 3 times per week.

Please note that to be successful in this role, you must be an Australian Citizen and be able to achieve a Baseline or NV1 security clearance.

What you'll do

As the Experience Manager, your responsibilities will include, but not be limited to:

  • Develop and implement comprehensive strategies for customer and employee experience, ensuring they contribute to the organisation's growth and customer satisfaction
  • Act as a bridge between customers and business leaders to ensure customer perspectives are integrated into business decisions, leading to enhanced product and service delivery
  • Direct the Program of Work, including key initiatives and transformation projects, while focusing on critical success metrics such as service optimisation, cost reduction, and quality improvement
  • Lead the adoption of new processes and technologies, facilitating large-scale digital transformations to enhance operational efficiency and customer satisfaction
  • Provide executive-level insights to influence strategic decisions and drive service improvements, ensuring alignment with our vision and goals
  • Oversee knowledge management and Shift Left strategies, promoting a culture of knowledge sharing and proactive problem-solving
  • Engage with senior stakeholders across functions to support the rollout of new products, features, and services, ensuring a seamless customer and employee experience.
  • Implementing a principle-driven health and safety culture that cares for employees and ensures their safety in line with Datacom policy.
  • Taking reasonable care that their actions (or inactions) do not harm the Health and Safety of self or others. Reporting all incidents, hazards, or unsafe work practices as per Datacom policy.

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders' changing requirements and this can mean we evolve in our roles to meet those needs.

What you'll bring

  • Strong knowledge of business strategy, sales, and customer experience principles in a Service Desk environment
  • Strong business acumen with the ability to deep dive into data to find root cause issues and find solutions that improve the Customer Experience.
  • Previous experience as an Experience in Chief Experience Officer or General Manager – Customer Experience or similar role driving the large-scale transformation (200+ seats) in a geographically diverse environment
  • Ability to follow processes and operational policies in selecting methods and techniques for obtaining solutions
  • Ability to run executive meetings and presentations internally and externally. You will also need to negotiate with cross-functional teams to deliver on projects that will improve the Customer Experience.
  • High-level strategic thinking and problem-solving skills
  • Ability to communicate technical concepts and align them with client business goals and objectives
  • Ability to work in large, collaborative teams and gain the cooperation of others
  • Excellent customer relationship-building and management skills
  • Excellent attention to detail

Why join us here at Datacom?

Datacom is one of Australia and New Zealand's largest suppliers of Information Technology professional services. We have managed to maintain a dynamic, agile, small business feel that is often diluted in larger organisations of our size. It's our people that give Datacom its unique culture and energy that you can feel from the moment you meet with us.

We care about our people and provide a range of perks such as social events, chill-out spaces, remote working, flexi-hours and professional development courses to name a few. You'll have the opportunity to learn, develop your career, connect and bring your true self to work. You will be recognised and valued for your contributions and be able to do your work in a collegial, flat-structured environment.

We operate at the forefront of technology to help Australia and New Zealand's largest enterprise organisations explore possibilities and solve their greatest challenges, so you will never run out of interesting new challenges and opportunities.

We want Datacom to be an inclusive and welcoming workplace for everyone and take pride in the steps we have taken and continue to take to make our environment fun and friendly, and our people feel supported.

Requirements

#LI-Hybrid


#J-18808-Ljbffr

  • Manager - Experience Design

    1 week ago

    Canberra, ACT, Australia Infosys Full time

    About Infosys:Infosys is a global leader in next-generation digital services and consulting. We enable clients in 56+ countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the...

  • Adobe Experience Manager

    1 week ago

    Canberra, ACT, Australia face2face Recruitment Full time

    Closing Date:5 February 2024, 9:00 AMface2face reference:596410Location:ACT, NSW, QLD, SA, TAS, VICHours:Full-timeContract length:Until 31 December x 6 months extension - pending approvalEntry requirements:Australian Citizenship with Baseline ClearancePay range:$ $ p/h inc superAbout the role:The department is re-designing its Export Certification using...

  • Customer Experience

    1 week ago

    Canberra, ACT, Australia Programmed Full time

    About The Opportunity An exciting opportunity exists for a customer focused individual to join Programmed, working on our high-profile Housing Contract in the ACT. As a Customer Experience & Feedback Officer, you will be a crucial team member of the Facility Management QA and Customer Engagement Team and will work directly with participants, providers and...

  • Regional Member Experience Manager

    1 week ago

    Canberra, ACT, Australia BTI Executive Search Full time

    Consultant Reference number: Profession:Banking & FinanceBanking & FinanceCompany: BTI Executive SearchDate posted: 6th Mar, 2024

  • PDMS User Experience

    1 week ago

    Canberra, ACT, Australia Australian Public Service Commission Full time

    PDMS User Experience & Interface (UX/UI) DesignerCanberra ACT ABOUT THE BRANCH & SECTION The Government Services Branch (GSB) delivers Whole-of-Government services to Commonwealth agencies, including developing and supporting the secure telecommunications and digital collaboration needs of the Australian Government.The branch is responsible for providing and...

  • People Experience Partner

    1 week ago

    Canberra, ACT, Australia Nous Group Full time

    Nous is a great place to work...Nous Group is an international management consultancy with over 700 people working across Australia and New Zealand, the UK, Ireland and Canada. We are a values-based organisation that is inspired and determined to improve people's lives in significant ways. Working in unique, cross-disciplinary teams we create innovative and...

  • People Experience Partner

    1 week ago

    Canberra, ACT, Australia Nous Group Full time

    Nous is a great place to work... Nous Group is an international management consultancy with over 700 people working across Australia and New Zealand, the UK, Ireland and Canada. We are a values-based organisation that is inspired and determined to improve people's lives in significant ways. Working in unique, cross-disciplinary teams we create innovative...

  • User Experience Designer

    1 week ago

    Canberra, ACT, Australia Reason Group Full time

    User Experience Designer22nd May, 2024User Experience DesignerThis role is crucial for someone who is not only passionate about design but also about making a meaningful impact on the user experience, with a flexibility to adapt design fidelity as needed.Here are some of the duties you will perform Collaborating with user researchers and a Product Manager to...

  • Customer Experience Consultant

    1 week ago

    Canberra, ACT, Australia DDLS Australia Full time

    We are the best-in-class, vendor-certified, IT training for businesses. We celebrate you; our people do incredible work and deserve great rewards.We are LumifyIt's not a word you'll find in the dictionary, but it's a word that means a lot to us. We define Lumify as the process of illuminating lives through learning. It's about striving to be smarter, to do...

  • Customer Experience Consultant

    1 week ago

    Canberra, ACT, Australia Edventureco Full time

    Winner of Best Place to Work and named an Employer of Choice in 202- We are Lumify. Together, we are shining a light on future learning We are the bestinclass, vendorcertified, IT training for businesseWe are LumifyIt's not a word you'll find in the dictionary, but it's a word that means a lot to us. We define Lumify as the process of illuminating lives...

  • Customer Experience Consultant

    1 week ago

    Canberra, ACT, Australia DDLS Australia Full time

    We are Lumify. Together, we are shining a light on future learningWe are the best-in-class, vendor-certified, IT training for businesseWe are LumifyIt's not a word you'll find in the dictionary, but it's a word that means a lot to us. We define Lumify as the process of illuminating lives through learning. It's about striving to be smarter, to do better, to...

  • People Experience Partner

    1 week ago

    Canberra, ACT, Australia JLL Full time

    JLL supports the Whole You, personally and professionally.At JLL, we see a Brighter Way forward for our clients, our people, our planet, and our communities. With over 200 years of real estate experience, we are, and always have been, in continual pursuit of brighter ways of working.We bring to life see a Brighter Way in all that we do by seeking better,...

  • Student Experience Officer

    1 week ago

    Canberra, ACT, Australia Navitas Full time

    Student Experience OfficerCanberra, AustraliaAre you passionate about transforming lives through education?Can you help us create a positive and enriching student experience?Are you looking to join a team who values respect & collaboration?Join our team at University of Canberra College, where we are committed to creating a positive and enriching student...

  • Student Experience Officer

    1 week ago

    Canberra, ACT, Australia Navitas Full time

    Student Experience Officer Canberra, Australia Are you passionate about transforming lives through education?Can you help us create a positive and enriching student experience?Are you looking to join a team who values respect & collaboration?Join our team at University of Canberra College, where we are committed to creating a positive and enriching student...

  • User Experience Designer

    1 week ago

    Canberra, ACT, Australia eFinancialCareers Ltd. Full time

    22nd May, 2024User Experience DesignerAt Reason Group, we are always looking to attract candidates that have a skill set and passion for information technology, working collaboratively with our clients in a supportive, high-paced team to solve some of the greatest challenges in Government today.We are looking to engage the services of an experienced User...

  • People Experience Partner

    1 week ago

    Canberra, ACT, Australia JLL Full time

    This is a fantastic opportunity to join our team as a Senior HR Advisor supporting our renowned Work Dynamics team. Obtain some incredible exposure working for an evolving global business that continues to be one of the world's most ethical companies and certified as one of the greatest places to work. You will act as an advocate of the wider function and...

  • Student Experience Officer

    1 week ago

    Canberra, ACT, Australia Navitas Full time

    Are you passionate about transforimg lives through education?Can you help us create a positive and enriching student experience?Are you looking to join a team who values respect & collaboration?Join our team at University College Canberra, where we are committed to creating a positive and enriching student experience that fosters growth and success.As our...

  • User Experience Designer

    1 week ago

    Canberra, ACT, Australia Ariszinc Full time

    User Experience DesignerBased in various locations across AustraliaAustralian Citizenship with baseline clearance requiredContract Length: 6 months with potential for extensionApplication deadline: 2pm Tuesday 4th June 2024Key responsibilities:Collaborating with user researchers, Product Manager, and other designers to deeply understand user needs,...

  • People Experience Partner

    1 week ago

    Canberra, ACT, Australia JLL Full time

    Consulting & Generalist HR (Human Resources & Recruitment)Full timeAdd expected salary to your profile for insightsAt JLL, we see a Brighter Way forward for our clients, our people, our planet, and our communities. With over 200 years of real estate experience, we are, and always have been, in continual pursuit of brighter ways of working.We bring to life...

  • Customer Experience Lead

    1 week ago

    Canberra, ACT, Australia CSIRO Full time

    Acknowledgement of Country:CSIRO acknowledges the Traditional Owners of the land, sea and waters, of the area that we live and work on across Australia. We acknowledge their continuing connection to their culture and pay our respects to their Elders past and present. View our vision towards reconciliationChild Safety:CSIRO is committed to the safety and...