Customer Experience Manager

3 weeks ago

Sydney, New South Wales, Australia Buscojobs Full time

Reporting to the Customer Experience & MarTech Strategy Director, the CX Manager is a key member of the Client Marketing (CM) team, responsible for delivering excellent customer experiences across all touchpoints and channels for our clients and agencies. The role involves developing customer-centric solutions based on insights from the VoC program, aligning CX initiatives with broader business goals, and optimizing customer interactions throughout the lifecycle, from awareness to advocacy.

Key Responsibilities :
  1. Develop understanding of client and agency personas to guide experience strategy and map customer journeys, identifying areas for improvement.
  2. Conduct market research to stay updated on client and agency needs, and facilitate workshops to create client-focused solutions.
  3. Contribute to the VoC program strategy, ensuring alignment with business goals and promoting internal adoption.
  4. Design and support usability testing, surveys, and interviews, maintaining brand standards, and coordinate with stakeholders to optimise the VoC program.
  5. Create dashboards to track client feedback and insights, and drive VoC initiatives based on business objectives.
  6. Prioritise insights from data analysis to enhance client satisfaction and improve client experiences.
  7. Define metrics and benchmarks for customer experience goals, and implement strategies to ensure high-quality interactions.
  8. Collaborate with departments to ensure a consistent customer experience, enhance personalisation, and foster continuous improvement culture.
Who are you?
  • Bachelor's degree in Business, Communications, Marketing or related field.
  • 5+ years experience in customer experience management or client services within a B2B environment, preferably in media, publishing, or advertising sectors.
  • Proven experience in CX management, customer journey mapping, and VoC solutions using platforms like Forsta, Ask Nicely, Qualtrics, or Medallia.
  • Background in UX design and digital experience, with a solid understanding of UX/UI principles.
  • Experience with analytical tools and data interpretation.
  • Strong knowledge of market expansion, product adoption, and brand development strategies.
  • Excellent collaboration skills with marketing, sales, and cross-functional teams.
  • Proven success in developing personas and mapping customer journeys for actionable outcomes.
  • Familiarity with CX software tools like Miro.
  • Strong written and verbal communication skills.
Benefits
  • Exclusive access to News Corp publications and products.
  • Health and wellness support, including onsite gyms at select offices.
  • Flexible leave options (Parental, Birthday, Volunteer, Career break, Compassionate leave).
  • Development opportunities, diversity and inclusion programs, recognition.
  • Financial wellbeing support and exclusive offers.
  • Community engagement and support through employee-resource groups and accessible facilities.
Who are we?

We are Australia's leading media group, dedicated to informing, advocating, and inspiring Australians through over 150 brands across news, sport, and lifestyle. Trusted by over 18 million Australians monthly, we are committed to journalism excellence and innovative marketing services in a dynamic environment.

What's next?

Apply now or visit www.newscorpaustralia.com/careers for more information.

Our Commitment to Diversity, Equity and Inclusion

We value diversity and encourage applications from all backgrounds. We are committed to an inclusive recruitment process and welcome any accommodations needed. For more, visit our DEI section at the careers page.

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