Customer Experience Specialist

2 weeks ago

Sydney, New South Wales, Australia Infosys Singapore & Australia Full time

Infosys Consulting is the management consulting arm of the global technology company, Infosys Limited. Infosys Consulting operates globally and currently has over 6,000 employees with offices in 18 countries across the Americas, Asia Pacific, and Europe. We have been on a tremendous growth journey in the Asia-Pacific region over the past couple of years and are looking for bright and passionate consultants to be a part of our growth story. We value diversity, inclusivity, and equality and welcome people from diverse backgrounds. We love proactive self-starters and want you to join us and bring fresh ideas for us to thrive.

Starting as a Management Consultant at Infosys Consulting would be an exceptional first step in accelerating your career. From day one, you would be an integral part of our team – working alongside some of Asia-Pacific's leading industry experts on complex projects and various dynamic and emerging businesses. To support you in driving value for our clients and developing your core consulting skills, we have put together a training program for new graduate hires to uncover a range of topics that help you figure out your interests and strengths; build a solid foundation for your career; and include job rotation. In addition, we have a committed champion network of mentors and peer support groups.

Requirements

Job Summary

We are seeking a highly skilled and experience Customer Experience Specialist to join our team. The successful candidate will be responsible for developing and executing strategies to improve the overall experience for our clients' customers across all touchpoints. This role is a mix of CX and Marketing Operations.

As a CX Specialist you will work closely with our client and consulting team to identify pain points and opportunities for improvement across the customer lifecycle and marketing touchpoints. You will advise and help implement solutions that drive customer satisfaction, loyalty, and advocacy.

Key Responsibilities

  • Develop and implement customer experience strategies across all touchpoints including web, mobile, social media, email and in-person interactions.
  • Conduct research to understand customer needs, preferences, and behaviours so that you can translate them into insights and actionable strategies.
  • Collaborate with various client stakeholders such as product teams, marketing teams, customer services and IT to develop and execute CX and marketing initiatives.
  • Develop personas and journey maps to guide customer experience and product design, support marketing initiatives and inform technology solutions.
  • Analyse customer feedback, sentiment, and behavioural data to identify opportunities for improvement and drive customer-centric decision-making.
  • Identify customer experience and marketing KPIs and metrics to measure the effectiveness of initiatives and ensure continuous improvement.
  • Monitor industry trends and best practices to stay up to date on emerging customer experiences and marketing strategies and technologies.

Requirements

  • Bachelor's degree in Marketing, Communications, Business Administration, or a related field
  • Minimum of 3 years of experience in customer experience and marketing
  • Demonstrated expertise in customer experience and marketing plan development and execution.
  • Strong analytical skills, with the ability to analyse complex data and identify patterns and insights.
  • Excellent verbal and written communication skills, with the ability to present insights to a wide range of stakeholders.
  • Familiarity with customer experience design tools, including customer personas, journey maps, and service blueprints
  • Familiarity with customer experience measurement tools and metrics, such as NPS, CSAT, and CES
  • Understanding of marketing operations, marketing technologies and performance

measures.

Benefits

We welcome applications from all members of society irrespective of age, sex, disability, sexual orientation, race, religion, or belief. We make recruiting decisions based on your experience, skills and personality. We believe that employing a diverse workforce is the right thing to do and is central to our success.

We offer you great opportunities within a dynamically growing consultancy. You will elaborate and deliver best practice solutions and will be able to further develop your solution design, implementation, and project to management skills. At Infosys Consulting you will discover a truly global culture, highly dedicated and motivated colleagues, a cooperative work environment and interesting training opportunities.

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