Head of Customer Experience

3 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 mission of empowering communities.

We bring together experts to develop national and international standards, which provide guidelines for products and services that promote the net benefit to the Australian community. We also publish these standards, so they are accessible to all businesses and individuals.

It’s our vision to be a global leader in trusted solutions that improve life - today and tomorrow. Join our team and be a part of this exciting time in Standards Australia’s journey

**About the role**

Oversee and enhance the customer journey across all touchpoints within the organisation. This role involves transforming Standards Australia into a customer-centric organisation with the right ways of working, frameworks, methodologies, process and strategies.

**What you'll do**
- Develop and implement a comprehensive customer experience strategy
- Identify and prioritise key customer experience initiatives and projects, with a strong focus on leveraging customer insights and analytics
- Analyse and map the customer journey to identify pain points and opportunities for improvement
- Develop and maintain customer personas to guide targeted and personalised customer interactions
- Lead, mentor, and develop a well-established Voice of Customer team
- Foster a customer-centric culture within the organisation, promoting collaboration, continuous improvement, and innovation
- Conduct qualitative research to understand customer needs, beliefs, values. Motivations, preferences and drivers
- Define and track key customer experience metrics (e.g. NPS, CSAT, CES) to measure success and inform strategic decisions
- Identify and implement process improvements to enhance the efficiency and effectiveness of customer interactions
- Oversee the selection and implementation of customer experience technologies and tools, including the Qualtrics optimisation roadmap
- Establish and monitor KPIs related to customer experience
- Provide regular reports and updates to senior management and the Board on customer experience performance and initiatives

**About you**
- Bachelor’s degree in Business, Marketing, or a related field
- Experience leading a team
- Extensive experience in customer experience management, and human-centric design, and customer analytics
- Strong understanding of customer journey mapping and customer persona development
- Excellent analytical and problem-solving skills
- Proven ability to lead and inspire a team, with a particular focus on developing Voice of Customer capabilities
- Exceptional communication and interpersonal skills
- Proficiency in customer experience tools
- Ability to work collaboratively across departments and influence at all levels of the organisation
- Strong project management skills with the ability to manage multiple initiatives simultaneously
- Passionate about delivering exceptional customer experiences

**Culture & Benefits**

Standards Australia is proud to have been awarded the prestigious Employer of Choice Award for two consecutive years, 2023 and 2024 This recognition highlights our commitment to creating an exceptional workplace and fostering a culture of excellence. Our iCARE values form the basis of all we do - Integrity, Courage, Accountability, Respect, and Excellence.

Standards Australia offers many benefits such as flexibility with working from home, regular team events, additional personal/carer’s leave, regular awards, and on-going training. Our award-winning People Perks program includes the following great benefits:

- Nine-day fortnight - enjoy every second Friday off
- Parental and secondary carer leave benefits - supporting you and your family during the most important times in your life
- Workiversary rewards - your commitment and loyalty won’t go unrecognised
- International working arrangement - do you have working rights in another country? Enjoy a few weeks of international working every year
- Early access to long service leave - why wait 10 years for long service leave? 5 years sounds a lot better

**What's next?

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