Drc- Customer Experience Specialist

2 weeks ago


Melbourne Western Suburbs, Australia Hudson Australia Full time

We require an Customer Experience Specialist in Strategic Delivery division. The Customer Experience Specialist, under the direction of the Director of Insights & Innovation, is responsible for supporting the development and implementation of the department's Strategy CX Blueprint and Roadmap. The delivery of the CX Blueprint and Roadmap is critical in delivering the improvement of the systems, processes, culture, and capability resulting in high impact improvements to overall service delivery and customer experience for all clients.

**We are looking for someone to -**
- Embrace a human-centred approach to develop solutions improving department's client and employee experience.
- Support the CX Lead and Manager in developing and implementing the CX Strategy, Vision and Principles and rolling these out across the organisation.
- Support the Client Insights Manager to undertake research and Voice of Customer projects, including:

- Perform primary research, including focused interviews and empathy interviews with Clients.
- Perform secondary research to explore potential opportunities (e.g., Desktop Research)
- Assist in the preparation and facilitation of co-design and prototyping workshops involving clients.
- Assist in management of the Voice of Customer platform.
- Organise and lead ideation sessions to identify and assess potential solutions.
- Work with the UX/UI designers to leverage rapid prototyping tools and techniques to test and iterate solutions.
- Organise, launch, and monitor pilots to test Minimum Viable Products (MVPs) with clients and assess early benefits.
- Support the UX and CX Service Designers to develop omni channel journey maps and service blueprints.
- Support the Change team in the roll out of CX activities to operationalise the CX Blueprint - proactively suggest ways to improve ways of working.
- Work closely with product/service owners to identify improvement opportunities by proactively capturing and analysing clients' feedback.

**Location**: Geelong - hybrid working environment. 3 days Geelong office attendance per week is required.

**Ideal Start Date**: ASAP

**Assignment duration**:ASAP to 30/06/2023

**HOW TO APPLY**:
Please submit your resume (in MS Word Format) for consideration via the link below. A cover letter demonstrating your relevant experience may also be reviewed.

Your interest will be treated in the strictest of confidence.



  • Melbourne Western Suburbs, Australia Commonwealth Bank Full time

    **Melbourne West has a position for a Customer Banking Specialist Relief, this role requires travel across Sunshine, Brimbank & Caroline Springs Branch's.**Roster (18 hours per week)**: - Monday, Tuesday & Wednesday: 9:30am - 4:00pm **Do work that matters As the public face of CommBank, the Retail Banking Services (RBS) team delivers a seamless banking...


  • Melbourne, Australia Asahi Beverages Full time

    **The Role** CUB is currently looking to hire a highly motivated, best in class Customer Experience Specialist to join our Customer Experience Centre team** **based in **Southbank, Melbourne** If you’re a problem-solving detective with a keen eye for detail this is the role for you! **Your key accountabilities will include**: - Take ownership to...


  • Melbourne Western Suburbs, Australia Commonwealth Bank Full time

    **Roster (30 hours per week)**: - Monday, Tuesday, Wednesday, Thursday & Friday : 9:30am - 4:00pm **Do work that matters As the public face of CommBank, the Retail Banking Services (RBS) team delivers a seamless banking experience to more than 10 million personal and small business customers. We’ve been serving our local communities for over 100 years,...

  • Customer Experience

    1 month ago


    Melbourne, Australia Bupa Full time

    **Be at the heart of our brave new digital world!** **Why Bupa? Think beyond conventional insurance and finance sector roles. Health is rapidly emerging as the next big thing for business-savvy innovators. We’re adapting and growing to meet the new realities in healthcare. To achieve this, our agile culture brings together broad expertise to offer more...


  • Melbourne, Australia Mars Recruitment Full time

    The Opportunity: Our client is an ASX listed high growth Australian organisation seeking a tech driven Experience Personalisation Specialist join one of their growing Martech teams division. Melbourne based with flexible/hybrid working they have some of the best employee benefits as an industry leader within their industry. Martech is an exciting growth...


  • Melbourne, Australia TAL Full time

    **Company Description** Welcome to This Australian Life. From the millions of Australians we protect, to those that make it happen every day at TAL, people really are what we’re all about. We want to grow with you. Achieve with you. And support you to do your best work. That's why we're focused on developing leadership, promoting diversity, rewarding...


  • Melbourne, Australia Mars Recruitment Full time

    The role is for a Mid level Personalisation specialist to join one of the most popular clients in Melbourne. They have some of the best employee benefits as an industry leader within the insurance and health and wellbeing industry. They filter these benefits that their customers receive through to each and every employee, with work-life balance and...


  • Melbourne, Australia Xero Full time

    How you’ll make an impactXero’s Customer Experience Team works together to provide 24/7 support to Xero users. We are Xero brand ambassadors and aim to delight our customers and make it easy for them to see how Xero adds value to their business.The Customer Experience Specialist plays a key role at Xero and within Xero’s Customer Experience team. You...


  • Melbourne, Australia Commonwealth Bank of Australia Full time

    Customer Service Specialist Please note, the start date for this role is **8th of July** where you will complete four weeks of mandatory training in our Collins Street office. **See yourself in our team** Contact Services, Estate Settlement and Support are responsible for responding to inbound enquiries relating to deceased estate matters. We act as the...


  • Melbourne, Australia Veritas Recruitment Full time

    Full time Permanent Role - Join a Global Manufacturer and Distributor - Annual Performance Bonus Full-time Customer Service Specialist required for Global manufacturer and distributor. An exciting opportunity for an experienced Customer Service Specialist to join this multi-national manufacturer and distributor based in Clayton is available. This full-time...


  • Melbourne Western Suburbs, Australia Horner Recruitment Full time

    Join a leading transport industry supplier - Permanent fulltime position - Western Suburbs - Career growth opportunities | Salary + Bonus **_A dynamic customer service professional is needed to join JOST Australia’s team based in Derrimut._** **About JOST** JOST Australia is a leading supplier of parts & components to the heavy transport industry. JOST...


  • Melbourne, Australia Circuit Recruitment Full time

    My client is a not-for-profit ticketing platform that is dedicated to supporting impact projects. Since it launched in 2016, they have transformed over $2.5 million of booking fees into donations for various social impact projects. The platform works with a variety of events such as music and art festivals, conferences, galas, expos, workshops, schools, and...


  • Melbourne, Australia Commonwealth Bank Full time

    **- **You are passionate about customer care with experience in eCommerce, looking for a role that suits your lifestyle**: - **We are a team of innovative thinkers, solving complex problems with simple solutions**: - **Together we can find the best outcomes for our teams and customers**: - **Rotating roster offered **7am to 7pm Monday to Sunday**: **Do...


  • Melbourne, Australia TAL Full time

    Company Description TAL is Australia’s life insurance specialist. Part of the Dai-ichi Life, one of Japan’s largest life insurers, TAL provides life and disability insurance and income protection solutions to more Australians than any other insurer. **What’s in it for you**: TAL is much more than a place to come to work. It’s a place to help our...

  • Customer Support

    1 month ago


    Melbourne, Australia Red Energy Full time

    **Customer Support & Admin Specialist** Exciting times are right in front of you, we’re hiring for our Customer Initialisation (CI) team! We’re offering full time opportunities in a specialist role within our CI team, where your experience can be utilised and skills further developed, whilst looking after the onboarding process of our customers. It’s...


  • Melbourne, Australia Vocus Full time

    Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam? We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us! The...


  • Melbourne Airport, Australia DSV Full time

    Job Req Number: 73995 Time Type: Part Time Are you passionate about putting customers first, delivering the best performance, and fostering true collaboration to keep the supply chains flowing? Join us and be a part of DSV’s global family. DSV Solutions is seeking to hire a skilled and passionate Customer Service Specialist at Tullamarine Site in...


  • Melbourne, Australia Adecco Full time

    Scoresby location - Permanent position with on site parking - 12% superannuation As past for the Customer Service team, your main role is to service the supply and install contracted customers. The role services builders and communicates directly with their construction teams working in the field, collaborates with the sales team, internal construction team...


  • Melbourne City Centre, Australia HAYS Full time

    **NAB** **Customer Service Specialist** **Your new role**: Join the NAB Assist team and provide customers with exceptional customer service providing tailored solutions for overdue accounts! Paying $32.69ph + Super, This role is based in the stunning Docklands just behind southern cross station. You will be required to work Monday-Friday, full time between...


  • South Melbourne, Australia TMX Full time

    **About the Job** As a Communications and Customer Experience Coordinator, you will play a vital role in our marketing and communications efforts. By leveraging your passion for research and data, you will identify trends, develop compelling content, and support our marketing and customer experience strategies. This dynamic role offers the opportunity to...