Consultant - Cx Specialist Syd

3 days ago

Sydney, Australia Fiftyfive5 Full time

**ACCELERATE YOUR CAREER PROGRESSION**

Fiftyfive5, part of Accenture Song are the fastest growing research agency in Australasia, with a team of over 200 across five offices in Sydney, Melbourne, Auckland, Canberra, London and Singapore

The foundation of that growth is a simple formulaFind the best talent, support with an environment that energises, motivates, and empowers progression and deliver great work. Here is a snapshot
- You get to work with some of the best consultants and practitioners in the industry - all our senior team and partners work hands on around projects so opportunity to learn fast
- Work with specialists in cultural insights, trends and commercial forecasting, advanced analytics, CX, and UX/digital. As part of Accenture Song you will also have access to further capabilities in brand strategy, creativity and customer experience delivery; bringing even more skills to help solve our client’s community and business issues.
- The range of work is diverse and opportunity to build skills quickly and across a broader range of project types, sectors and business need areas. What’s more as part of Accenture Song you can utilise an enormous platform of facilities (e.g.: workshop and event spaces), project management support services, design and creative capability, data operations, technology & platforms, access to a huge range of secondary data sources and sector expertise and case studies.
- We are the B&T Research Agency of the year across Australia & New Zealand. We were a finalist in the B&T People & Culture Award, as well as the current Australian Research Society, Research Organisation of the year.

Fiftyfive5, part of Accenture Song is truly a great place to work, we have a non-hierarchical culture which is diverse and inclusive. We support our team with plenty of wellbeing initiative and provide additional benefits as part of our offering.

**THE TEAM**
The CX team is experiencing significant growth and strong momentum, having won a number of significant CX measurement programs in recent months. It is a great time to join, as this is a key growth area for Fiftyfive5 and so you will part in shaping its success. Our new CX measurement programs are a mix of those transitioning from incumbent programs and first-time greenfield implementations, ensuring a variety of work with clients across differing levels of CX maturity and experience. This opportunity will see you working with a prominent client on an established CX measurement & tracking program, both on the ongoing management of the program as well as its evolution as core elements are re-designed and re-launched. There will also be the opportunity to work with new clients across initial program architecture & design through program implementation, run & evolution.

**WHAT DOES THIS TEAM DO?**
- Customer Experience (CX)
- Voice of Customer (VOC) programs
- Utilise technology platforms to help clients have real time oversight into their customers’ experiences.
- Various ad-hoc CX projects (30%)

**WHAT INDUSTRIES WILL YOU WORK ACROSS?**
The primary focus of this role is Telco & Utilities, more broadly the team also work across Retail, Government & Education, Finance and Services.

**THE OPPORTUNITY**
What you’ll do
- Lead and support the ongoing delivery of a large-scale CX measurement program in the telco/utilities space. This program covers measurement of the ongoing customer experience, key episodes in the customer journey and agile measurement of new products & services.
- Own and manage the overall co-ordination of the program and ensure ongoing delivery to meet deadlines and deliverables
- Understand client and program needs, problem solve technical or data related challenges, act as a client advisor, and manage expectations
- Develop meaningful reports for our clients that provide insights and recommendations to their process, product, and operational teams on opportunities to reduce friction points, increase satisfaction, simplify their business, and help them build better relationships with their customers.
- Undertake ad-hoc analysis in Q, Excel or using the InMoment platform
- Assist in the development of proposals for new client CX initiatives.
- Actively contribute ideas, frameworks and points of view that help to elevate our CX offer

To be successful in this role you need to
- Have a minimum of 6 years’ hands on experience in tracking research and/or CX program management and a passion for understanding clients industry, business and goals.
- Understand and be passionate about how insight and CX play a part in continuous improvement for clients
- Have a positive, can do-attitude. You will love numbers and large data-sets, along with a curious and creative mindset, and be passionate about generating insights from data.
- You will be technically savvy, we would love someone with CX platform experience (such as Qualtrics/Medallia/Confirmit/InMoment etc.) but would also look at those with tracking/syndicated experi

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