Customer Experience

2 weeks ago

Brisbane, Australia Australian Retirement Trust Full time

**Australian Retirement Trust is on the hunt for a dynamic customer experience innovator to bolster our Customer Experience and Service Design team.**

**Why join us?**
- State of the art offices with offerings like end of trip facilities, yoga and multi faith room, barista coffee, indoor gardens, and a multitude of spaces to encourage a collaborative culture, our workspaces are something we are extremely proud of.
- A mature outlook on flexible work arrangements which allows you to truly balance work and life. A #hybrid work from home approach is embedded in our ways of working.
- We have excellent career progression and development opportunities; we are committed to continuous improvement and have exciting plans for our future.
- We have an incredible company culture where wellbeing of our employees is at the forefront of everything we do.

**About the role**

As our Customer Experience Specialist, you will play an integral role in crafting and orchestrating human-centric services that align seamlessly with our core strategies. Employing human-centered design methodologies, you will delve into the understanding of consumer and organisational needs to design, facilitate, and support the delivery of outstanding customer journeys.

Key areas of accountability:

- Conceptualising state-of-the-art services that yield positive outcomes in both customer experience and business performance.
- Executing design research to grasp customer and stakeholder requirements thoroughly.
- Establishing frameworks to understand customer touchpoints consistently and solve for pain points to continuously improve the experience.
- Inspiring, engaging, and steering stakeholders in navigating the design process.
- Spearheading the ongoing management, evaluation, and fine-tuning of consumer-focused services.
- Adopting a systems-level approach in addressing end-to-end processes and maintaining customer-centricity at our core.
- Tapping into cross-team collaboration to drive our organisation's mission as a customer-led entity.

This role is available as an initial 12 month max-term/ secondment opportunity.

**About you**

If this is the right role for you, your skills and qualifications may include:

- Background in service design, customer experience strategy, or consumer research.
- Robust knowledge of contemporary customer experience and service design tools.
- Proficiency in deploying customer-centric and innovative research methods.
- Capacity to steer meetings and workshops while engaging stakeholders effectively.
- Superior written and verbal communication skills.
- Continuous learner building communities of practice and relationships with like minded peers.

**About us**

As one of Australia’s largest superannuation funds, we proudly take care of over $240 billion in retirement savings. Our teams are as diverse and unique as the members we strive to inspire and empower. Our inclusive culture means you will be valued and heard in a respectful workplace, where you can be your authentic self every day. When you work for Australian Retirement Trust, every day is an opportunity to be a force for good in the lives of more than 2 million members.

**How to apply

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