Senior Customer Experience

1 week ago

Melbourne, Victoria, Australia SKL Technology Full time
Overview

Senior Customer Experience & Insights Specialist

Base pay range: A$150,000.00/yr - A$170,000.00/yr. This range is provided by SKL Technology. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Direct message the job poster from SKL Technology

Be the voice of the client. Shape and build a brand-new CX insights function from the ground up.

We're looking for a Senior Customer Experience and Insights Specialist with strong CX design skills, a knack for turning analytics into actionable strategies, and the confidence to work across the full customer experience lifecycle. In this newly created role, you'll have the rare opportunity to not just improve existing processes - but to design, measure, and evolve the entire client experience function for the organisation.

What you'll do
  • Collaborate with cross-functional teams to design and refine CX strategies and initiatives.
  • Develop customer journey maps, service blueprints, personas, and experience frameworks.
  • Evaluate prevention initiatives, develop KPIs, and measure program impact.
  • Manage and analyse customer feedback from multiple channels (surveys, interviews, focus groups, digital).
  • Turn qualitative and quantitative insights into clear, compelling recommendations for leadership.
  • Build and embed a client-centric culture through workshops, tools, and capability-building initiatives.
What you'll bring
  • 7+ years' experience in customer experience, insights, or evaluation - ideally in insurance or professional services.
  • Strong Qualtrics skills - designing surveys, analysing results, and driving actions.
  • Ability to interpret analytics, spot trends, and tell the story behind the data.
  • Excellent written and verbal communication skills.
  • Experience in human-centred design, customer journey mapping, and service blueprinting.
  • A collaborative, all-rounder mindset with the ability to work across teams and projects.
  • A greenfield role where you can create and shape the CX insights function from scratch.
  • Work in a supportive, purpose-driven organisation serving the legal profession.
  • Direct influence on strategy and service delivery.
  • Hybrid working environment and a strong focus on professional growth.
Details
  • Seniority level: Mid-Senior level
  • Employment type: Full-time
  • Job function: Consulting and Information Technology
  • Industries: IT Services and IT Consulting and Insurance

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