Cx & Learning Specialist
2 months ago
**Job no**: 535171
**Work type**: Full-Time, Permanent
**Location**: Melbourne - CBD & Inner
**Categories**: Customer-Service, Design & Development, Human Resources, Strategy & Business Development
Reporting to the Customer Experience Manager, you will have a true passion for all things service and will be part of a new and passionate team changing the landscape with a new in-store experience, innovative services and education that inspires and transforms our team members experience. You’ll use customer insights and data as your guiding light to transform the way we deliver in-store and online with a focus on our Financial Services partnership.
In this position, you will analyze customer service insightsand own category specific Customer Journeys identifying areas of opportunity to ensure delivery of a Seamless experience for our customers. Using your findings, you will create, implement and execute training and education where required through a variety of channels such as digital learning modules, F2F training and in-store sessions. You’ll be confident and competent in creating engaging training and learning.
You’ll have experience in CX and Retail with an understanding of the Financial Servicessector to drive impactful change to our service offering. You will know what an incredible retail service looks and feels like and you will create a new approach for David Jones that forms part of our inspiring Vision 2025. You’ll play a transformative part in the David Jones Rewards service offering for David Jones landing a mix of innovative projects with engagement and education.
This role is based in Melbourne with a blend of time between home, office and stores.
**What does the role involve?**
- Developing new customer service standards and training content that transform the way we deliver Financial Services (FS), David Jones Rewards, Home & Food Categories.
- A focus on online and in-store consistency, driving strong commercial outcomes including customer retention and acquisition
- Develop and deliver education content in line with the Education and Activity planner by category, using a variety of channels such as digital learning modules, F2F classroom training and in-store coaching
- Be the SME and ambassador for FS within the CX function and across the wider business, inspiring and transforming the way in which we deliver our financial and rewards offerings
- Develop a new omni-channel journey that seamlessly blends the online and retail experience for our new and existing customers
- Analyse and use data insights (Commercial and NPS) to shape strategies and decisions that drive the best outcomes for our team and customers
- Identify opportunities for the future to drive the best outcomes for the business, our team and customer. Actively seek solutions and ways to do things better in Beauty to deliver a world class experience and deliver commercial outcomes and sales performance
- Develop educational initiatives that inspires our team to deliver ‘Service Like No Other’ in store; facilitate sessions virtually and in-person to land brand strategies, vision and values that translates in to sales performance and improved product knowledge
- Work cross functionally across the customer service team where appropriate and as required to deliver ad hoc projects or broader customer service initiatives.
- Work with merchandise team to identify brand product training requirements to support our knowledge service pillar.
- Building new services and beauty experiences; innovating and building out ideas from inception to actualisation in a true test and measure environment
**What are we looking for?**
- Passion for Retail and Customer Experience
- Exposure to or understanding of the Financial Services sector
- A genuine interest in retail service innovation
- Learning Design and/or Training Experience
- Ability to create programs of work and project management that evolve consistently and allow for continuous learning
- Excellent interpersonal skills to influence key internal/external stakeholders including exec teams
**Why work for us?**
- Unique opportunity to be part of a highly engaged, successful team, focused on the transformation of an iconic Australian brand
- A competitive remuneration package including performance-based incentives
- Hybrid working arrangements in office and from home that provide appropriate work/life balance
- Generous employee discounts across David Jones and access to partner benefits
- An additional day of leave for your birthday along with time to support charitable work
- Opportunities to support community partnerships across our Corporate Social Responsibility program
- Be a member of a company committed to sustainable practices, driving change in the retail landscape
- Ongoing training and development to pursue individual ambitions
**About Us**
Since 1838, David Jones’ limitless quest for innovation and progress established the brand as Australia’s original
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