Cx Manager

2 weeks ago

Sydney, Australia Cashrewards Full time

Heyyyyy We're Cashrewards, Australia’s most loved cashback platform.
- Shoppers love us, but not just shoppers, our team think we’re pretty awesome too. So much so that they voted and now we’re a certified Great Place to Work. As they say, the proof is in the pudding so check out this role to see if you fancy a slice yourself.

**About the Role**

As the CX (Customer Experience) Manager at Cashrewards, you will be a key player in enhancing the overall satisfaction and engagement of our members as well as advocating and representing the voice of the customer. You will partner with internal teams to address key drop-off points, capitalise on opportunity areas, and design signature journeys that create memorable experiences for Cashrewards members.

**Your Focus**:

- Collaborate to address key drop-off points by building new capabilities and alleviating pain points identified through journey mapping.
- Actively address key opportunity areas within member journey mapping across all journey stages partnering with cross functional teams to execute.
- Collaborate to design signature journeys based on journey mapping, aiming to deliver more "Moments of Yay" for Cashrewards members.
- Monitor and analyse user feedback and behaviour continually to refine, enhance, and optimise the member journey.
- Enhance and evolve CX analytics dashboards.
- Manage Member Journey Map iterations.
- Collaborate closely with the Member Services team, leveraging the Voice of Customer insights to identify trends in member inquiries and NPS, and taking actionable steps to enhance the overall customer experience.
- Collaborate with internal stakeholders to align CX strategies and initiatives with broader business goals.
- Create and manage forums to align focus on the customers.

**About You**:

- Demonstrated CX (Customer Experience) experience in a fast-moving industry.
- Demonstrate a passion for delivering exceptional customer experiences and driving customer satisfaction.
- Demonstrated collaboration and communication skills to effectively partner with cross-functional teams.
- Practical experience in HCD (Human-Centered Design) practices.
- Excellent project management and organisational skills.
- Must demonstrate experience leading change programs in fast moving environments.
- Demonstrated analytical skills with a data-driven approach to problem-solving.
- Must possess a growth mindset and enjoy working in fast-pace and dynamic environment.
- Another cool thing, we're right smack-band in the middle of Sydney CBD (next to the QVB) so we're easy to get to.

There's lots more to love about working here, like:

- Flexible working
- Friday hours (finish at 3pm on Fridays)
- Double cashback
- Free access to Headspace
- Discounted fitness classes and wellness offering
- Birthday leave
- 16 weeks paid parental leave
- Ability to work up to 90 days a year from anywhere in the world
- Awesome people who you'll get to know at some of our awesome celebrations and social events

So if you’re keen to jump on board and help us steer this fine ship into the future, don’t let this opportunity pass you by. So jump in, forget FOMO. Join the Cashrewards team today.

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