Customer Experience Lead

6 months ago

Brisbane, Australia Swyftx Full time

At Swyftx, we're not just building a fintech scaleup; we're shaping the future of Australia's digital currency industry. With over 700,000 users, we have our sights set high, aiming to be Australia's most trusted cryptocurrency trading platform and the next billion-dollar success story.

As the Customer Experience Lead, you'll be instrumental in driving the delicate balance between technology-driven efficiencies and personalised customer interactions. Your focus will involve uncovering pain points, refining automated solutions, and optimising interaction channels to elevate customer satisfaction and operational excellence.

In this cross-functional role, you'll closely collaborate with every department, from product management and UX (User Experience) design to data analysis and engineering, ensuring a holistic and cohesive approach to enhancing the customer experience. Your dedication to customer centricity will be the driving force behind these efforts, shaping our organisation into one that prioritises and optimises every touchpoint along the customer journey.

Please note this is a hybrid role and the team comes into our beautiful Brisbane office on Wednesdays and Fridays. If you are based in Sydney or Melbourne, we can off relocation assistance or you can also work fully remote.

**Some of your key responsibilities in this role will include**:

- **Customer insights & analytics**: Use various data analysis techniques to identify customer issues, patterns, and opportunities. Analyse customer feedback across different channels to enhance the understanding of the customer experience.
- ** Channel optimisation**: Identify and recommend the optimal channels for customer interactions based on analysis and current trends. Work towards enhancing the efficiency and effectiveness of these channels.
- ** Customer journey mapping**: Create, maintain, and update customer journey maps to ensure a comprehensive understanding of the customer experience at every touchpoint.
- ** Innovation and improvement**: Stay informed about upcoming releases, beta versions of our Customer Experience tech stack, and new tools. Recommend and implement improvements to processes to increase efficiency and reduce costs while maintaining a high level of customer satisfaction.
- ** Automated solutions enhancement**: Evaluate and enhance automated customer support solutions to ensure they complement the human element of customer service, maintaining a balance that feels both personal and efficient.

**To be successful you will have**:

- A proven track record in Customer Experience within fast-moving industries, driving exceptional customer experiences and fostering high levels of satisfaction.
- Demonstrated expertise in collaborating and communicating effectively across diverse cross-functional teams to achieve strategic objectives.
- Hands-on experience in HCD (Human-Centered Design), service design, and customer journey mapping, ensuring a user-centric approach to enhancing customer interactions.
- Strong project management and organisational abilities, including a track record of successfully leading change initiatives in dynamic environments.
- A growth mindset, and a willingness to learn about cryptocurrency and stay updated on industry trends and changes in regulations.

**Some of our perks and benefits include**:

- Unlimited fee-free trading
- Career growth, training, mentorship, and development opportunities
- Social activities, game breaks and recognition awards
- Fully stocked kitchen, breakfast and lunch foods, unlimited fresh fruit, snacks and kombucha
- Weekly catered lunches on a Wednesday

At Swyftx, we're not just building a diverse and dynamic environment; we're celebrating it. We value and embrace the unique experiences, qualities, and characteristics that each member of our team brings, and we're committed to cultivating an inclusive workspace where everyone feels valued, respected, and empowered to do their best work.

We have an internal Talent Acquisition function, and therefore are not accepting approaches from recruitment agencies.

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