Cx Specialist

3 weeks ago

Docklands, Australia Foxtel Full time

**CX Specialist - Entry Level**:
**Job no**: 3505
- **Work type**: Full time
- **Location**: Docklands
- **Categories**: CustomerWe are currently recruiting a CX Specialist role within our CX Design team based in Melbourne. You will be responsible for supporting the Streaming CX Design team & broader Streaming Customer Experience teams, working across our Streaming products Kayo Sports, BINGE, Flash and the future of TV & Streaming in Australia, Hubbl.

You are passionate about putting customers at the centre of everything you do to create friction-free and low effort experiences. This role is responsible for maintaining all customer experience assets including service blueprints and customer journey maps. The role is also responsible for regular reporting to the business on customer service case volume, drivers and effort points, as well as support of root cause analysis initiatives.

The role will support our CX Design Lead and Senior CX Specialists in the optimisation of our end-to-end experiences and help drive insight into action.

**Your responsibilities**:

- Ongoing maintenance of customer experience assets including service blueprints, customer journey maps, bot blueprints & process flows across our streaming brands
- Regular business reporting on customer service case volume & drivers, including identification of customer effort points
- Undertake root cause analysis of identified customer trends to inform mitigation strategies, with support from CX Design Lead
- Collaborate with Digital Care team to ensure customer care agents are supported and informed to deliver optimal assisted care experience, where relevant
- Support Senior CX Specialist with ongoing CX design optimisations and enhancements to Streaming self-serve and automated service channels including help sites, webforms and bots
- Support CX Design Lead and Senior CX Specialist on understanding customer impacts for new product proposition and customer journey changes

**Your experience and capability**:

- 1-2 years experience in a customer experience, digital contact centre or service design role
- Understanding of human centred design and design thinking principles
- Critical thinking and analysis skills
- Excellent attention to detail and time management skills
- Understanding of best practice customer experience principles
- Understanding of how to produce end-to-end customer journeys maps in order to identify customer effort
- Stakeholder management skills, with ability to influence others
- Ability to synthesise data in order to produce CX reporting
- Relevant tertiary qualification in communication design, service design or visual design highly desirable

A career with us means working across one or more of our brands including Foxtel, Kayo, BINGE, Flash, Fox Sports and Foxtel Media. When you join, the Perks at Work are taken care of.
- You’re part of Fox Flex
- our hybrid way of working with time spent working at home and from campus
- Attractive leave entitlements - Paid parental leave program, a day off to celebrate your Birthday, Volunteer and Cultural Leave
- Ergonomics allowance to help you set up your workspace
- Internal meeting free zones to help you manage your wellbeing
- Access to LIVE events and FOXFIT Wellbeing classes
- Free merch upon arrival to make sure you have all the tools you need for your first day
- Free Foxtel products, discounted Broadband and Streaming services

The Foxtel Group is an equal opportunity employer. We celebrate diversity, knowing our individual differences make us collectively better. We are committed to helping create a better Australia through a focus on health and wellbeing, social and economic inclusion and reducing our environmental impact.

**A note to recruitment agencies** - we have this role covered. There is no need to get in touch, we do not accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes.

**Advertised**: 30 Oct 2023 AUS Eastern Daylight Time
**Applications close**: 17 Nov 2023 AUS Eastern Daylight Time

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