Cx Specialist

4 months ago

Sydney, Australia DLL Full time

**CX Specialist**
An exciting new permanent opportunity has become available within the ANZ DLL team for a CX Specialist. This role aims to exceed the end-to-end needs of our partners and customers and offer an amazing customer experience when doing business with DLL. DLL is looking to accelerate its speed of change to enhance the customer experience via a more effective delivery model, increasing our competitiveness, and positioning DLL for continued success in a rapidly changing marketplace. The role will have a strong customer focus and will aim to further improve the speed, quality, and ease of doing business.

This role supports the ANZ Transformation Team with the collection and analysis of partner/customer feedback and behavioural data, to support best in class customer experiences and identify opportunities and solutions that deliver measurable improvements across DLL. You will represent our partners and customers when taking a comprehensive look at our existing processes and touchpoints with the ambition to simplify, and to act as the business consultant and SME for our customers and CX strategy across improvement projects. You will engage in a cross-functional ecosystem (Digital Lead, Delivery Managers, Product Owners, Marketing, Operational Excellence & Global CX team) to ensure the successful execution of the CX strategy of the ANZ Business. This role will be based in Sydney and will include flexible working arrangements.

Find out more here about how you can unleash your full potential at DLL.
**Day to day**:

- Develop a regional CX strategy and translate it into concrete goals, plans and deliverables of the change agenda of ANZ.
- Partner and liaise with global CI/ CX functions to ensure global alignment of ANZ CX initiatives and strategy.
- Keep up-to-date with market trends and develop CX initiatives that support new product development and service models.
- Report insights to findings to broader business to align to overall CX strategy.
- Conduct current state journey interviews, analyse the journey data, and facilitate future design workshops to co-design the futures state for key partner and customer segments.
- Build & mature closed-loop process for all feedback collected to operationalise the voice of the customer.
- Be responsible for partnering with our partners and customers in creating and validating the designs and ideas for improving the touchpoints in their journey.
- Coach & support DLL teams in their journey mapping, journey analysis, journey design and channel improvement efforts.
- Act as the key Voice of the Customer contact for Global Digital Interaction specialists, Regional CX Leads and Regional Product Owners.
- Utilise data management tools to establish a continuous stream of data to monitor, analyse and report out on key CX metrics.
- Streamline data requirements & information flows to combine operational and CX data.
- Co-design, create and monitor dashboards, reports, and data visualisations to:

- identify key trends and outliers,
- track impact of improvement efforts,
- inform data-based decision making
- Own NPS and CES reporting for ANZ Business.

**All members enjoy**
- Two working days per year volunteering for a local charity.
- Health and Wellness program including healthy food, free health checks, fun health & vitality activities.
- Flexible hours with possibility to work from home
- Career development opportunities: online learning, member development programs.
- Click this link for an overview of all the benefits in your region.

“We not only live up to the expectations of our customers for today, but also anticipate their market needs of tomorrow.”
**Essentials**
- University Degree in relevant domain, and / or 3-5 years of experience within CX department or environment.
- Proficient in User Research, Journey Mapping & Future State Design.
- Proficient in Design Thinking.
- Good consulting, coaching, presentation, analytical and stakeholder management skills.
- Customer-centric, data-driven, and Agile mindset.
- Proven track record in translating customer feedback into to an enhanced customer experience.
- The ability to capture and communicate the voice of our customers.
- Ability to autonomously manage multiple tasks simultaneously within a continually changing environment.
- Comfortable in fast-paced, politically sensitive environments, with different stakeholders at different levels.
- Strong collaboration, vendor management, problem-solving, analytical, cooperation and interpersonal, communication, and presentation skills.

**Extras**
- Experience working in an international environment.
- Data analysis & interpretation.
- Interviewing and facilitation skills.

**Choose Wellbeing**
DLL’s wellbeing ambition is to educate, equip, and empower members to build connections, manage their mental, emotional, physical, and financial wellness, and maintain balance between work and the other priorities that make up their lives.

Our four wellbeing catego

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