Customer Experience Manager

4 weeks ago

Melbourne, Australia Kinetic Full time

**About us**:
Join Kinetic, a globally recognised transport network across Australasia, the UK, Europe & Asia with bus and rail operations keeping people moving and cities and communities connected. We are Australasia's biggest bus network, with over 100 long-term contracts in local communities, a team of 7400 passionate people and a fleet of 5000 buses, including 200 zero emission buses.

As we look to the future, we're focused on accelerating our sustainability agenda. Our strategy prioritises moving people, moving lightly and moving forward.

**The opportunity**:
We're seeking a dynamic individual to spearhead excellence in customer service.

In this role based in North Melbourne, you'll oversee strategic planning and development, continuous improvement initiatives, customer experience enhancements, and project management. You'll also be responsible for managing our dedicated customer experience team, ensuring they provide top-notch service by swiftly resolving issues, addressing complaints, and handling inquiries—all while keeping customer satisfaction at the forefront of every decision.

**You’ll be involved in**:

- Crafting and implementing a comprehensive customer experience strategy across Kinetic.
- Conducting research activities, including customer satisfaction surveys, to gain insights for continuous service improvement.
- Developing improvement plans based on feedback trends to enhance service delivery.
- Ensuring contractual compliance with customer-related benchmarks and regulations.
- Cultivating strong relationships with internal and external stakeholders to support customer research initiatives.
- Delivering presentations and briefings to Kinetic management and external stakeholders.

**The boxes you'll tick**:

- A relevant degree is preferred, but not essential.
- Proven ability to lead initiatives in a complex business environment.
- Strong relationship-building skills to drive improved customer satisfaction.
- Demonstrated expertise in analysing data and translating insights into actionable plans.
- Experience in problem-solving, project management, and leading a customer centric team.
- Excellent written and verbal communication skills, including ministerial correspondence.
- Self-motivated with a positive attitude

**The benefits of working with us**:

- We are Australasia's leading mass transit bus operator and are rapidly growing.
- We have a diverse, inclusive, and supportive work environment that enables you to succeed.
- We care for our people and provide an Employee Assistance Program which includes wellbeing support, financial and nutritional coaching, counselling, and legal advice.

**How you apply**:
Kinetic is proud to be an **Equal Opportunity Employer** and our people represent the community which we service. We invite all suitably qualified persons of all sexualities, genders and cultures, including Aboriginal and Torres Strait Islander Peoples, to apply.

If you are ready for an exciting career with Kinetic then click the **'Apply’** button now

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