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Senior Customer Experience Specialist

1 month ago

Sydney, New South Wales, Australia NICE Full time
About NICE

NICE is a leading global provider of innovative technology solutions designed to help organizations deliver exceptional customer experiences. We pride ourselves on our fast-paced, collaborative, and creative work environment, making us an ideal place for talented individuals to grow and develop their careers.

As a global market leader, we offer endless internal career opportunities across multiple roles, disciplines, domains, and locations. Our teams are comprised of the best of the best, working together to drive innovation and excellence in everything we do.

Job Description: Senior Customer Experience Specialist

We are seeking a highly skilled Senior Customer Experience Specialist to join our team. In this role, you will be responsible for maximizing the value of our products through effective collaboration with cross-functional teams. Your primary goal will be to deliver quality projects on time by conveying and motivating the project vision to the scrum team.

Your key responsibilities will include:

  • Becoming the voice of the customer internally, communicating their issues clearly to resolution or workaround
  • Collaborating with business stakeholders to anticipate and understand requirements for prioritized initiatives, translating these into well-defined user stories
  • Maintaining a sprint and product backlog, balanced with optimization and tactical initiatives
  • Working closely with your counterparts within the team to deliver incremental product enhancements, supporting the team to ensure acceptance criteria and expected outcomes are met
  • Participating in scrum ceremonies, including grooming, retros, planning, and standups, to create a smooth operating rhythm for delivery
  • Partnering with the Product Lead to explore and refine roadmap initiatives, working to execute and iteratively deliver on the product roadmap
  • Identifying and implementing process improvements to increase the velocity and quality of work to deliver value to customers faster
Requirements and Qualifications

To succeed in this role, you will need:

  • A bachelor's degree in Design, Interaction Design, HCI, or a related field (or equivalent work experience)
  • 1-3 years of proven experience as a Product Owner or a similar role, with a strong portfolio showcasing a range of design projects
  • Experience working within a B2B software environment
  • Experience working with Contact Center or CRM technologies would be highly valued, as would knowledge of CRM platforms including Salesforce, Zendesk, and Kustomer
Benefits

We offer a competitive salary of $95,000 per year, based on industry standards and location. Additionally, you can expect:

  • An ever-growing, market-disrupting, global company where innovation and creativity thrive
  • Endless internal career opportunities across multiple roles, disciplines, domains, and locations
  • A flexible work arrangement, with 2 days spent in the office and 3 days worked remotely each week

Join us at NICE and become part of a vibrant, interactive atmosphere that fosters growth, learning, and success.