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Customer Experience Lead

1 month ago

Sydney, New South Wales, Australia SG Fleet Full time

About Us

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SG Fleet is a leading financial services company specialising in fleet management, vehicle leasing and salary packaging. With operations across Australia, the UK, and NZ, we offer a unique blend of local expertise and global capabilities.

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A Career with SG Fleet

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We are committed to providing our employees with a supportive and inclusive work environment that fosters growth and development. Our team members enjoy a range of benefits, including competitive salaries, flexible work arrangements, and opportunities for career progression.

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The Role

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We are seeking an experienced Customer Experience Lead to oversee our Voice of Customer (VoC) program. This role will be responsible for enhancing customer experience and satisfaction by collecting and analysing customer feedback, managing complaints, and driving a culture of excellence within our organisation.

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Main Responsibilities

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  • Manage the VoC function, including day-to-day team management and complaint handling processes.">
  • Provide leadership and people management to the VoC team, focusing on performance, collaboration, and team members' growth and development.">
  • DRAW insights from customer comments, complaints, and feedback to understand their wants and needs, and generate reports for business stakeholders.">
  • Establish robust mechanisms to capture customer feedback on interactions with our touchpoints and customer service centres.">
  • Identify opportunities to improve the customer experience by reporting on pain points and moments that matter across customer journeys.">
  • Maintain best practice in complaint handling, ensuring adherence to internal policies and procedures, including AFCA responsibilities.">
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Requirements

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  • Previous team leadership and mentoring experience, including setting team goals and coaching to exceed KPIs.">
  • Ability to manage competing expectations and priorities while meeting business strategic initiatives.">
  • Experience in setting up and running a voice of customer function or equivalent across multiple business units.">
  • Proven experience in advanced customer data analysis to identify trends and generate insightful reporting.">
  • Knowledge of Surveys, EDM & data analysis tools, including PowerBI.">
  • Exceptional influencing skills to inspire teams to deliver at their best.">
  • Tertiary qualification in Business, Technology, Information systems, CX / UX design or a related discipline.">
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What We Offer

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As a Customer Experience Lead with SG Fleet, you can expect:

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  • Estimated salary: $120,000 - $180,000 per annum, based on location and experience.">
  • A supportive and inclusive work environment that fosters growth and development.">
  • Flexible work arrangements and opportunities for career progression.">
  • A range of employee benefits, including wellness days, parental leave, and education support.">
  • Access to industry-leading technology and tools to drive your success.">
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About You

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To succeed in this role, you should have:

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  • Strong leadership and people management skills.">
  • Excellent communication and influencing skills.">
  • Experience in customer experience improvement and VOC functions.">
  • Advanced analytical and problem-solving skills.">
  • A tertiary qualification in a relevant field.">
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Apply Now