Head of Customer Experience

2 weeks 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

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