Customer Experience Lead

2 weeks ago

Sydney, Australia Qantas Airways Limited Full time

Opportunity to develop, drive and lead the customer experience strategy across Qantas Loyalty
- Be part of a high performing team to improve customer experiences across the customer journey
- Permanent position based at our Head Office in Mascot

Qantas Loyalty is an integral part of the Qantas brand, with a vision to be the most valued and trusted Loyalty ecosystem that makes every day more rewarding. With a focus on rewarding loyalty and fostering lasting relationships, our business is dedicated to providing unparalleled value and benefits to our members. From earning points on flights, shopping and everyday purchases to enjoying exclusive perks and privileges, Qantas Loyalty is committed to delivering exceptional service and rewards. With a rich heritage and a forward-thinking approach, we continue to redefine loyalty in the aviation industry, setting the standard for excellence and innovation.

The Customer Experience Lead will drive the development, prioritisation and implementation of Customer Experience (CX) initiatives within Qantas Loyalty. Reporting into the Head of CX, they are a key conduit for the Loyalty business to the CX Centre of Excellence (CoE) team.

This role is primarily responsible for the development and ongoing iteration of the Loyalty CX Strategy, including the CX vision, objectives and the endorsed change program. Specifically, this role will be responsible for developing and evolving the CX strategy to simplify the customer experience across the Loyalty businesses, while overseeing the planning and execution of the Loyalty customer experience strategy and goals.

This role will ensure all customer-centred design activities are aligned to the agreed strategic CX priorities, supporting the Senior Service Designers in leading customer-centred design activities, including customer research, problem-solving, journey mapping, ideation and proto type testing.

Other key accountabilities include playing an important coaching and coordination role with the different parts of the CoE team and the wider business. The CX Lead will also support the Head of CX with updates to the CoE ways of working and CX measures as required.

To do this, the CX Lead will need to draw upon deep domain knowledge and experience in CX, Strategy, Service Design Thinking and Human Centred Design, both as a practitioner and also as a coach or advisor. They will require effective interpersonal and communication skills with an ability to form strong relationships across tribes and chapters, work at all levels of the organisation, and influence senior stakeholders.
- What you’ll bring to the role:_
- Experience designing and developing CX strategies
- 7+ years of experience in CX and human centred design, with demonstrated leadership roles and exposure to high growth and fast paced environments
- Experience developing and reporting on actionable insights to identify opportunities for CX improvements
- Experience developing and using Customer Journey Maps
- Experience using Human centred design to solve customer pain points
- Knowledge and experience with Design Thinking and Agile frameworks (e.g. Scrum, Kanban, Design Thinking / HCD, Lean).
- A commercial mindset to identify opportunities that align to the strategic vision and mission of the squad/tribe
- Creative problem solving and strong communication skills
- High level of attention to detail
- Analytical and problem-solving skills
- Experience delivering outcomes in a fast-paced and continually changing environment
- Comfortable working within multidisciplinary teams
- A demonstrated history of accountability and performance delivery, leading teams to meet or exceed objectives
- Senior stakeholder management skills with the ability to partner with the business and influence mutually positive outcomes
- Strong project delivery and prioritisation skills to balance multiple initiatives & competing requests
- Ability to iterate concepts and designs to realise business metrics and outcomes
- Development of reports, presentations and communications
- Why Qantas?_
- You’ll join a team where creativity and passion are encouraged. Our people come together to allow us to dream big and deliver successfully._
- There are many different opportunities across our team, which means you’ll be able to grow both personally and professionally at Qantas. Your development is a priority for us - so that you can maintain the high standards our customers have come to expect and can continue to develop over time. You’ll be supported from day 1 with on the job training and coaching as well as our formal training opportunities. While you may start in this role, we’ve got a great track record of supporting our people to take their career in so many different directions, the destinations are endless._
- The Qantas employee benefits program offers amazing benefits that extend well beyond travel._
- _ We love to travel: Enjoy heavily discounted air travel within Australia and across

  • Customer Experience Design Lead

    7 days ago

    Sydney, Australia M&T Resources Full time

    **Sydney** **Advertising / Media / Publishing** Advertising - Creative Services - $1100 - $1200 + Super - Rolling contract and work on a huge transformation project - Work to create a culture that enhances customer experience You’ll demonstrate ‘what good looks like’ and help lift the bar in terms of the quality of work that the design team...

  • Customer Experience Consultant

    1 month ago

    Sydney, Australia Inchcape Full time

    **What’s the opportunity?** **What will the role be accountable for?** - Actioning internet enquiries received from potential customers on vehicle sales - Arranging an appointment with the instore Customer Experience Specialist In addition, you will undertake regular reviews of Used Vehicle Inventory to ensure we are maximizing our opportunity by way of...

  • Experience Design Lead

    1 month ago

    Sydney, Australia Sharp & Carter Full time

    Leading ASX Listed Organisation | B2C, Empathetic and For Purpose Organisation - Manage and Lead this Customer centric product design team - UX and UI - $140,000-160,000 base + super | Leadership Opportunity and Huge Growth **About the Role** With a strong presence across the ANZ market, our client is a genuine leader in their industry sector. As the...

  • Customer Experience Designer

    4 weeks ago

    Sydney, Australia Firesoft People Full time

    Join a reputable financial services in Sydney as a Customer Experience Designer. As part of this newly formed team, You will discover new ways of working, and an exciting range of roles to demonstrate your skills. **What you will do**: - Lead projects including scoping to deliver customer experience insights and solutions, including pilots and proof of...

  • Customer Experience Designer

    4 weeks ago

    Sydney, Australia Firesoft People Full time

    Join a reputable financial services in Sydney as a Customer Experience Designer. As part of this newly formed team, You will discover new ways of working, and an exciting range of roles to demonstrate your skills.  What you will do:  Lead projects including scoping to deliver customer experience insights and solutions, including pilots and proof of...

  • Manager Customer Experience

    7 days ago

    Sydney, Australia Gallagher Full time

    **Overview** Gallagher Bassett is Australia's largest Third-Party Administrator (TPA). Our focus is refreshingly simple: we manage insurance claims on behalf of insurers, brokers, government bodies and self-insured corporations. Gallagher Bassett (GB) has six offices in Australia located in Northern Territory, Adelaide, Perth, Brisbane, Melbourne, and...

  • Customer Experience Manager

    1 month ago

    Sydney, Australia Australian Health Practitioner Regulation Agency (AHPRA) Full time

    **Job no**: V13240 **Work type**: Ongoing Full Time **Location**: Adelaide, Sydney **Categories**: Customer Service Team The Australian Health Practitioner Regulation Agency (Ahpra) works in partnership with 15 National Boards to implement the national regulatory scheme for health professionals. The purpose of health practitioner regulation is to protect...

  • Manager Employee Experience

    7 days ago

    Sydney, Australia NSW Government -Department of Customer Service Full time

    **Manager, Employee Experience** **Grade 11/12 - TEMPORARY Opportunity with the possibility of extension!** **What’s the Job?** As part of the Employee Experience team in People & Culture, the Employee Experience Manager will lead a team to design and deliver programs that transform the moments that matter most for our people. In this role you’ll...

  • Customer Experience Manager, Seller Experience

    1 month ago

    Sydney, Australia Amazon Commercial Services Pty Ltd Full time

    Bachelor's degree; 4+ years of experience in operations, logistics, retail and/or consulting, with a history of owning/ driving results - High attention to detail and proven ability to manage multiple, competing priorities simultaneously - Experience problem solving, including the ability to recognize non-obvious patterns - Strong written and verbal...

  • Assistant Customer Experience Manager

    4 weeks ago

    Sydney, Australia Inchcape Full time

    We are a new and exciting brand in the automotive world looking to exceed customer expectations and provide a service out of the ordinary! In our view ordering a car should be like ordering any other products online or in store! In order to provide the above and take this brand to the next level we are looking for **Assistant** **Customer Experience...

  • Customer Experience Consultant

    7 days ago

    Sydney, Australia Northbridge Recruitment Full time

    ASAP Start - NSW Government Job Opportunity - 8-month contract + view to extend - $32 - $36/hr + super **Customer Experience Consultant** **Start Date: ASAP** **End Date: 8-Months + view to extend** **Location: North Sydney, NSW** **Pay: $32 - $36/hr + super** The Customer Experience Consultant is responsible for supporting the customer lifecycle...

  • Customer Experience Designer

    3 days ago

    Sydney, Australia Intuit Full time

    Company Overview Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to...

  • Customer Experience Designer

    1 month ago

    Sydney, Australia Intuit Full time

    Company Overview Intuit is the global financial technology platform that powers prosperity for the people and communities we serve. With approximately 100 million customers worldwide using products such as TurboTax, Credit Karma, QuickBooks, and Mailchimp, we believe that everyone should have the opportunity to prosper. We never stop working to find...

  • Customer Process Lead

    4 weeks ago

    Sydney, Australia Cover Genius Full time

    The Customer & Process Lead is responsible for the operational excellence of our claims and support operations. They are responsible for leading projects and initiatives to drive efficiency and process optimization as well as managing and overseeing the customer operations, maintaining compliance, quality, and service standards. Reporting to the Regional...

  • Customer Experience Specialist

    4 weeks ago

    Sydney, Australia ActiveCampaign Full time

    Do you enjoy working with clients and simplifying complex solutions? Do you love the challenge of solving a difficult problem and developing alternate solutions? Have you worked in a startup environment and enjoyed the open yet hard-working culture? Are you a tech geek and/or marketing novice? If you said yes to any or all of these, you could be a fit for...

  • Customer Experience Partner

    4 weeks ago

    Sydney, Australia Domain Group Full time

    **Customer Experience Partner - Sydney Office - Max term contract** We are looking for someone who is totally customer-obsessed who would be joining the Customer Experience team in our Sydney office on a **9 month max-term contract**. This means that you are someone who enjoys building strong relationships with customers and clients, ensuring that they...

  • Customer Experience Specialist

    4 weeks ago

    Sydney, Australia Recruitment Alternative Full time

    **Work From Home - manage your own time**: - **Autonomous role with supportive Manager**: - **Live in NSW/VIC/QLD!** **About the Role**: Our client, a specialist B2B loyalty company, is looking for a vibrant & empathetic representative that will provide phone-based support for their loyalty program partners & members. This role will form a key part of the...

  • Customer Experience Specialist

    4 weeks ago

    Sydney, Australia Recruitment Alternative Full time

    **Work From Home - manage your own time. **You must have recent WFH experience with office set up**: - **Autonomous role with a supportive Manager**: - **Live in NSW/VIC/QLD!** **About the Role**: Our client, a specialist B2B loyalty company, is looking for a vibrant & empathetic representative that will provide phone-based support for their loyalty...

  • Customer Experience Specialist

    3 days ago

    Sydney, Australia TAL Full time

    **Company Description** Welcome to This Australian Life. From the millions of Australians we protect, to those that make it happen every day at TAL, people really are what we’re all about. We want to grow with you. Achieve with you. And support you to do your best work. That's why we're focused on developing leadership, promoting diversity, rewarding...

  • Agriculture Customer Lead

    4 weeks ago

    Sydney, Australia Australian Bureau of Meteorology Full time

    Executive Level 1, Ongoing - $103,085 - $116,115 per annum, plus an additional 15.4% Superannuation The Agriculture Customer Lead is responsible for developing and maintaining relationships with customer and stakeholders in the agriculture sector, coordinating Bureau communications with the sector, monitoring weather and climate hazards, leading agriculture...