Leading Customer Experience Transformation

2 days ago

City of Yarra, Australia beBeeStrategist Full time $120,000 - $130,000

Customer Experience Strategist Job Overview

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Are you ready to elevate customer experience in a rapidly growing global business?

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We're seeking a strategic Customer Experience Strategist to drive support function growth, refine existing processes, and implement evidence-based strategies that enhance customer satisfaction, retention, and sustainable growth.

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  • You are a visionary who translates data insights into actionable plans, ensuring seamless integration with business objectives.
  • You have expertise in scaling support functions strategically, balancing exceptional service with commercial results.
  • With your team management skills and transformation experience, you will break down silos, facilitate bi-directional flows of customer insights, and empower teams to deliver outstanding experiences.
  • As an AI automation enhancer, you see technology as a tool to augment human interactions, not replace them.
  • You excel at developing high-performing teams, coaching, mentoring, and fostering environments where people grow and thrive.
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This is not a status quo customer service role. It's an opportunity to lead with strategy, insight, and impact.

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Responsibilities include:

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  • Translating customer feedback into product improvements through workshops with senior leadership.
  • Analyzing customer interaction data to identify first-contact resolution opportunities.
  • Developing strategic roadmaps for AI solutions integration.
  • Collaborating on customer insights-driven marketing campaigns.
  • Mentoring team leaders on customer-first decision-making.
  • Presenting business cases for operational streamlining technologies.
  • Designing metrics connecting customer support performance to commercial outcomes.
  • Creating frameworks for nurturing valuable customer relationships.
">Benefits">

At our company, we believe diversity drives innovation and resilience. Our diverse crew from over 25 countries contributes unique skills to achieve our shared vision.

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Our hiring process prioritizes accessibility, so please contact us if you need accommodations.

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