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Customer Interaction
3 weeks ago
If you have experience in gathering and analysing customer data and research for customer insights, voice of customer programs and/or human centred design, and have excellent interpersonal skills and a collaborative approach, this is a role where you can make a difference by contributing to the design and delivery of customer centric services to citizens of Queensland.
**As the Customer Interaction & Experience Officer you will**:
- Demonstrate a sound working knowledge of customer research methods and tools to support customer interaction and experience initiatives through primary and secondary research, data analysis, insight and reporting
- Work closely with stakeholders across core areas of the business in order, to identify continuous improvement opportunities and help determine strategic direction in relation to customer segmentation and customer experience design.
- Work with multiple data sources, to investigate service issues, identify improvement opportunities and report on customer sentiment and insight
- Prepare management reports of both a written and numerical nature: articulate complex analytical requirements and findings in common non-technical terms
- Manage the development and implementation of key business focussed documentation including, briefing notes, submissions, and user procedures
- Monitor, record and evaluate customer interactions, using digital monitoring technology to ensure our people receive regular customer interaction feedback, to inform and assist with their ongoing development and to help our clients improve service delivery
- Self-manage workload and work collaboratively across the organisation to proactively plan, implement and evaluate customer interaction and customer experience (CX) related activities to meet targets and operational targets
- Strive to deliver best practice solutions by embracing customer experience methods and tools, industry trends and innovative ideas.
Applications to remain current for 12 months.
**Job Ad Reference**: QLD/487746/23
**Closing Date**: Friday, 26th May 2023This work is licensed under a Creative Commons Attribution 3.0 Australia License.
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