Head of Customer Experience

8 months ago

Sydney, Australia humm Full time

**hummgroup **(ASX-HUM) is one of Australasia’s most successful and enduring fintech organisations with a proud legacy of rewriting the playbook for digital spending. We help people buy everything, everywhere, every day. Our product ecosystem of instalment products, credit cards, and business financing products has been designed around the core needs of today's shoppers, retailers, and small and medium enterprises.

As Head of Customer Experience, for designing and implementing strategies that enhance our customers' interactions, satisfaction, and loyalty across our digital ecosystem. You will lead a team of UX designers, data analysts, customer research and insights experts dedicated to delivering exceptional service while driving continuous improvement in our customer experience processes and capabilities.

**Responsibilities in this role**:

- Develop and execute a comprehensive customer experience strategy aligned with our mission, values, and business objectives, ensuring a consistent and seamless customer journey across various channels.
- Lead and mentor a team of customer experience professionals, fostering a culture of collaboration, innovation, and excellence.
- Provide guidance, set performance goals, and evaluate team members' performance regularly.
- Oversee customer research activities to gain deep insights into customer needs, preferences, and behaviours.
- Enhance the overall customer experience, drive customer retention, cross-selling, and upselling opportunities.
- Collaborate with cross-functional teams to streamline and optimise customer-facing processes, ensuring efficiency, accuracy, and compliance with industry regulations.
- Implement best practices and leverage technology to drive process improvements.
- Champion the voice of the customer, advocating for their needs and preferences in product development, sales, marketing, and business decisions.
- Develop and maintain customer journey maps to identify critical touchpoints, pain points, and opportunities for improvement.
- Design and oversee training programs for employees across departments, ensuring a consistent understanding of customer experience goals, standards, and best practices.
- Define, track, and report key performance indicators (KPIs) related to customer experience, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES). Use these metrics to drive continuous improvement efforts.
- Proficiency in managing complex projects related to customer experience improvements, including resource allocation, timelines, and budgets.
- Stay abreast of industry trends, technological advancements, and emerging customer experience practices in the financial services sector.

**Requirements in this role**
- Exceptional leadership skills with a demonstrated ability to motivate, mentor, and lead cross-functional teams fostering a collaborative, innovative, and results-driven environment.
- Demonstrated success in developing and executing customer-centric strategies that contribute to business growth and profitability.
- Analytical mindset: proficiency in analysing customer data, feedback, and performance metrics to derive actionable insights and drive decisions.
- Excellent communication, presentation, and interpersonal skills capable of effectively conveying complex ideas to various stakeholders, with the ability to influence and collaborate at all levels of the organisation.
- Strategic thinker with a customer-centric approach and a passion for delivering exceptional experiences.
- Strong background in data analysis, customer research, and customer journey mapping. Proficiency in customer experience and research tools, CRM systems, and data analytics platforms.
- Change management expertise, with the ability to drive cultural and organizational shifts towards customer-centricity.

**Working at hummgroup**

How we** humm** - Feed your mind. Focus on impact. Feel their world. Famous for delivery and # FTB

  • Customer Experience

    2 months ago

    Sydney, Australia InDebted Full time

    Customer Experience - Head of Excellence **About InDebted** InDebted provides future-thinking organisations with products and solutions to support overdue consumers through debt. Backed by technology with a human touch, we use machine learning and AI to personalise the collections journey and champion positive customer experiences - all so we can change...

  • Head of Customer Services

    6 months ago

    Sydney, Australia University of New South Wales Full time

    **Job no**: 524317 **Work type**: full time **Location**: Sydney, NSW **Categories**: Information Technology - Employment Type: Full time, continuing role within UNSW IT - Excellent salary package available including generous superannuation - Location: UNSW Kensington Campus (Hybrid Working Opportunities) **About UNSW**: UNSW isn’t like other places...

  • Regional Head of Customer Experience, Apac

    4 months ago

    Sydney, Australia Zoom Full time

    **Regional Head of Customer Experience, APAC** **What you can expect** The Regional Head of Customer Experience - APAC will be responsible for leading Workvivo Customer Experience in the APAC region. You will build and lead a high-performing team dedicated to managing and growing our newly acquired customers. You will ensure an exceptional customer...

  • Head of Marketing and Customer Experience

    4 months ago

    Sydney, Australia Healius Full time

    **Date**:4 Sep 2024 **Location**: Sydney, New South Wales, AU, 2000 **Company**:Healius **About Us** At Lumus Imaging, we are passionate about caring for health and wellbeing at every stage of life. Our team of radiographers, sonographers, nuclear medicine technologists, nurses, centre support staff, as well as our network of independent radiologists...

  • Head of Customer Experience Platforms

    1 month ago

    Sydney, Australia Zurich Insurance Full time

    **A new adventure awaits** Zurich’s AU & NZ business has three core segments Retail, Group Insurance and General Insurance who have end-to end accountabilities to better serve their customers. They are enabled by Shared Services teams that have a large portfolio of responsibilities. Technology, Sustainability, Agile & Continuous Improvement and Strategy &...

  • Head of Customer Experience

    4 months ago

    Sydney, Australia Standards Australia Full time

    **12th September, 2024**: **Who are we?** Standards Australia (SA) is the peak standards development organisation in Australia, with a rich history dating back to 1922! We are going through a massive transformational growth stage. In the last few years we’ve doubled in size and now have over 300 employees contributing to Australia’s future and our...

  • Head of Customer Experience Platforms

    1 month ago

    Sydney, Australia Zurich Insurance Group Full time

    A new adventure awaits…       Zurich’s AU & NZ business has three core segments Retail, Group Insurance and General Insurance who have end-to end accountabilities to better serve their customers. They are enabled by Shared Services teams that have a large portfolio of responsibilities. Technology, Sustainability, Agile & Continuous Improvement...

  • Regional Head of Customer Experience, Apac, Workvivo

    4 months ago

    Sydney, Australia Zoom Full time

    **Regional Head of Customer Experience, APAC, Workvivo** **What you can expect** The Regional Head of Customer Experience - APAC will be responsible for leading Workvivo Customer Experience in the APAC region. You will build and lead a high-performing team dedicated to managing and growing our newly acquired customers. You will ensure an exceptional...

  • Coe Lead/head of Customer Experience

    1 month ago

    Sydney, Australia ING Full time

    The **CoE Lead/Head of Customer Experience** role represents a key leadership position within the ING Retail Bank responsible for ownership of the bank’s end to end Customer Experience program. The role has broad scope including both leadership of the “Voice of the Customer” program to translate customer feedback into actionable insights, shaping...

  • Customer Experience Operations Lead

    4 weeks ago

    Sydney, New South Wales, Australia The Law Society of NSW Full time

    The Law Society of NSW is a leading membership association for solicitors, supporting the legal profession and promoting a just society. We are seeking a highly skilled Customer Experience Operations Lead to establish and develop our Customer Service Centre In-Take Team.About the RoleAs CX Operations Lead, you will report into the Head of Customer Experience...

  • Customer Experience Strategist

    4 weeks ago

    Sydney, New South Wales, Australia ING Bank (Australia) Limited Full time

    Transforming Customer Experiences with INGAs a leading banking institution, ING is committed to delivering exceptional customer experiences. We're seeking an experienced Customer Experience Strategist or Head of Omnichannel Experience to lead our efforts in this area.This role offers the opportunity to work on challenging projects that drive business growth...

  • Visionary Head of Experience Design

    4 weeks ago

    Sydney, New South Wales, Australia Qantas Group Full time

    Head of Design at Qantas GroupWe are seeking a highly experienced and visionary Head of Design to lead our service, user, and experience design strategy. As the Head of Design, you will oversee all design-related activities within our Group Customer division, including service design, experience design, and UX/UI design.About the RoleThis pivotal role is...

  • CoE Lead/Head of Customer Experience

    4 weeks ago

    Sydney, Australia ING Bank (Australia) Limited Full time

    The CoE Lead/Head of Customer Experience role represents a key leadership position within the ING Retail Bank responsible for ownership of the bank’s end to end Customer Experience program. The role has broad scope including both leadership of the “Voice of the Customer” program to translate customer feedback into actionable insights, shaping product...

  • Digital Customer Experience Manager

    7 months ago

    Sydney, Australia City of Canada Bay Council Full time

    Job No:CB18084 Location**:Drummoyne, Sydney** - Permanent Full-Time Position - 35 hours per week - Participation in 9 day fortnight scheme - Competitive salary per annum + Super - Leaseback Vehicle The City of Canada Bay is a thriving, colourful community, surrounded by the beautiful bays of Sydney Harbour. The area is also known for its parklands, cycle...

  • Technical Experience Director

    1 month ago

    Sydney, New South Wales, Australia Advanced Navigation Full time

    Company OverviewAdvanced Navigation is a leading company in the AU market, known for its rapid growth and innovative approach to customer support. As the Head of Customer Experience and Support, you will play a key role in driving improvements to the customer experience.

  • Customer Experience Lead

    6 months 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...

  • Head of Customer Experience and Support

    2 months ago

    Sydney, Australia Advanced Navigation Full time

    **Overview of the role** **Role and Responsibilities**: - Lead the global team of pre - and post-sales engineers to deliver impactful technical guidance in support of acquisition and expansion opportunities - Manage the “proof of concept” motion to convert high-potential prospects to scaled customer relationships - Empower the team in researching,...

  • Customer Experience Director

    4 weeks ago

    Sydney, New South Wales, Australia ING Bank N.V. Full time

    At ING Bank N.V., we're seeking a seasoned professional to lead our Customer Experience program as the Coe Lead/head Of Customer Experience. As a key member of our leadership team, you'll be responsible for driving continuous improvement in customer experience through strategic action.The role has broad scope, encompassing both leadership of the 'Voice of...

  • Head of Customer Service Excellence

    4 weeks ago

    Sydney, New South Wales, Australia HRS Group Full time

    Job DescriptionWe are seeking a highly skilled and experienced Head of Customer Service Excellence to join our team at the HRS Group.About UsThe HRS Group is a pioneer in business travel, dedicated to elevating every stay through innovative technology. With over years of experience, our digital platform has transformed how companies and travelers Stay, Work,...

  • Head of Customer Experience

    7 months ago

    Sydney, Australia Inspired Full time

    Inspired Education is the leading global group of premium schools, with a portfolio of over 100 premium private schools spanning six continents which utilise proven educational practices from every corner of the globe, ensuring over 80,000 students receive a world-class learning experience from Kindergarten to Year 13. In addition, we are delighted to be...