Strategic Customer Experience Leader

2 weeks ago

Geelong, Victoria, Australia beBeeCustomerExperience Full time $110,000 - $153,000
About the Role

This strategic leadership position plays a pivotal role in driving innovation and delivering exceptional value to customers. As a leader of our customer experience strategy and team, you will be responsible for driving digital projects that focus on customer needs.

The ideal candidate will have significant experience in customer experience leadership or management, a strong understanding of customer journey mapping and service design, and experience in leading change management initiatives. They will also possess excellent communication and interpersonal skills.

  • Strategic Leadership: Drive customer-centric initiatives and lead high-performing teams.
  • Customer Experience Expertise: Develop and implement customer experience strategies that drive business outcomes.
  • Change Management: Lead organizational change initiatives that improve customer satisfaction.
  • Communication Skills: Effectively communicate with diverse stakeholders, including customers, employees, and partners.

We offer a range of benefits, including career development opportunities and lifestyle rewards, in a work environment that values diversity, inclusivity, and work-life balance.

Key Responsibilities

The successful candidate will lead the customer centre to deliver outstanding value through high-quality services, including contact centre and first point resolution, connections, metering, billing, customer support, complaints, feedback, and insights.

They will also lead the customer experience strategy and program, focusing on achieving customer service improvements across the organisation. The Manager Customer Experience will consistently innovate and improve through digitisation and increased self-service options, enhancing customer experience while delivering outcomes that reduce the cost to serve and build strong customer relationships.

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