Head of Client Experience

4 weeks ago

Sydney, Australia Cuscal Full time

We are one of the fast growing FinTech's in the payments sector
- We are hybrid
- Sydney based

**Head of Client Experience**

**Our client’s success is our success. And you make it happen**
Payment systems are complex, regulated and everchanging. We are an established market leading brand who are focused on driving client growth. We’re at the forefront of innovation punching above our weight. We’re enabling the future for our clients through tech like NPP, buy now, pay later, and open banking.

**We have an exciting opportunity for a Head of Client Experience in our Product and Services team at Cuscal.**

The purpose of this role is to develop, lead and implement the Cuscal client experience strategy to engage employees across the business of their role in transforming the client experience. Through direct interactions with clients and the use of both qualitative and quantitative data, this role will provide real time insights that bring voice of the client feedback to life. Using the insights gained, they will lead client experience projects that centre the client in our product and service delivery.

**In this role you will be responsible for the **following.**
- Establish the client experience function that drives joint accountability and transparency to deliver improvements in our client experience
- Create and communicate a compelling vision that articulates our client needs and anticipate evolving market needs and trends
- Develop and operationalise the client and customer experience strategy in consultation with key stakeholders’ enterprise wide
- Identify the greatest opportunities to driving client satisfaction and loyalty, co-creating solutions with teams that affect client interactions
- Identify key metrics and establish baseline relevant to the multiple areas across the client journey that together transform the client experience.
- Design and communicate the client journey highlighting key points of impact relevant to teams' enterprise wide
- Support the senior leadership teams by taking an enterprise-wide view of potential strategic opportunities that align to client segments
- Proactively ensure insights gathered through VoCL and other forums are regularly shared across the organization to help inform operational plans to deliver improvements
- Supports the development of robust feedback loops for continually learning and implementation of activities to respond to client feedback
- Work closely with the leadership group to socialise and contextualise the results of VoC in a meaningful way that translates to a lift in performance
- Oversee centralised CX measurement and reporting (incl the identification of operational metrics), to understand client feedback and implement strategies to increase client engagement & satisfaction
- Partner with the Head of Business Development and Head of Account Management to identify broader trends in client needs to input into the development of our revenue growth plans
- Develop and integrate the customer promise and principles into relevant service delivery frameworks

**About you**:
You will be highly analytical, data centric with a customer-first mentality. You will have demonstrable
experience embedding a CX function and uplifting the CX journey within a B2B environment. Being comfortable
with large datasets is a must, you will naturally have a data-driven decision mentality. You are a natural self
starter with an inquisitive mind who enjoys working in a collaborative environment. You will be highly
proficient in using technology as an enabler to support the delivery of functional outcomes. Strong commercial
acumen and well-honed project management skills with the ability to juggle multiple programs through thought
leadership will ensure success in this role.

**Why Cuscal?**
We are in the rapidly evolving world of payments, and we are committed to providing a diverse and inclusive workplace where the very best talent in Australia chooses to work. We support our colleagues with flexible work arrangements through our hybrid model whilst also offering a wide range of educational, financial, lifestyle, health & wellbeing benefits.

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