Customer Lead

3 weeks ago

Parramatta, Australia Uniting Full time

**New full time permanent role - Customer Lead - Sydney CBD - Hybrid work model**
- Lead the charge in continuing our transformation as a customer-centric organisation through insights, strategic planning and implementation.
- Drive initiatives to enhance the overall customer experience, identifying and addressing key moments that matter.
- Collaborate with cross-functional teams to develop innovative programs and practices that prioritise customer satisfaction.
- Leverage your analytical expertise to interpret customer feedback and data, turning insights into actionable strategies to drive the customer experience.
- **Excellent Base Salary + Super and NFP Salary Packaging Benefits (extra $18,550 tax-free) - Take home more pay.**

Are you passionate about driving organisational change towards customer-centricity? Do you have a knack for systemising and implementing strategies that enhance the customer experience?

Uniting is seeking a dynamic individual to join our team as a Customer Lead. In this role, you will contribute to the development and execution of our Enterprise Voice of Customer initiative, playing a pivotal role in shaping Uniting's evolution into a truly customer-centric organisation.

**Responsibilities**:

- **Leadership**: Drive the delivery of our customer promise and philosophies of care by monitoring key Voice of Customer channels and implementing system-wide improvements.
- **Strategy Implementation**: Work with directorates to collect and analyse customer feedback, define experience standards, implement customer-centric processes, and track performance metrics.
- **Initiative Driving**: Lead initiatives to address critical moments that matter, fostering innovative programs and practices that enhance customer-centricity and service quality.
- **Collaboration**: Partner with cross-functional teams to drive opportunities that support the Voice of the Customer, foster coordination across the organisation, and deliver continuous improvement.
- **Coaching and Development**: Provide coaching support to build capability within Uniting services, ensuring engagement and feedback translate into meaningful improvements in experience and service design.
- **Project Delivery**: Contribute to the delivery of specific projects within the Business Plan, leveraging your leadership, communication, and project management skills.

**Qualifications**:

- Bachelor or master’s qualification in a relevant business field or equivalent experience.

**Experience**:

- 6 or more years of experience in customer experience leadership or related roles, with a proven track record of analysing customer feedback and data to drive improvement.
- Strong analytical skills, with the ability to interpret data and draw actionable insights, along with proficiency in customer experience tools and approaches.
- Demonstrated leadership experience communicating across all levels of an organisation, from executive through to frontline.
- Extensive coaching and/or change management experience, with a passion for driving social change and contributing to organisations of influence.

**Even better**:

- **Lean Six Sigma methodologies;** Business Process Improvement; Service redesign methods to improve efficiency and satisfaction.
- Postgraduate qualifications in Business and/or Change Management.

PD - Customer Lead.docx

If you're ready to make a significant impact by leading the charge towards customer-centricity at Uniting, we want to hear from you. Join us in our mission to deliver exceptional experiences and drive positive change in the lives of our consumers.

**How to apply**: If you are ready to make a significant impact shaping Uniting's evolution into a truly customer-centric organisation, please attach your CV and a brief cover letter telling us about yourself and why you would like to work with Uniting.

**What We Offer You**:

- A rewarding career with a leading human services organisation.
- Competitive remuneration package.
- Up to $18,550 NFP salary packaging available.
- Fitness Passport.
- Purchase of additional leave.
- Extensive opportunities for professional growth.
- Flexible work hours for work-life balance.
- A supportive and inclusive work environment.

**Diversity and Inclusion**:

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