Customer Experience Strategist in Sydney

3 weeks ago

Sydney, New South Wales, Australia Echo Entertainment Group Full time

Customer Experience Strategist

At Echo Entertainment Group, we aim to deliver exceptional experiences for our guests. Our mission is to create memorable experiences through our trusted destinations.

Our properties across Sydney are world-class with many award-winning hotels, restaurants, and entertainment venues.

The Echo Entertainment Group is committed to supporting the communities in which we operate. We will achieve this by leading with integrity and values to enable us to provide entertainment, gaming, and leisure experiences safely, responsibly, and ethically.

As our Customer Experience Strategist, you will manage the design, delivery, and optimisation of Echo Entertainment Group's customer experience as it relates to Customer Care across all key touchpoints.

This is a fantastic opportunity to join a newly created team, bringing together centralised Guest Experience functions of digital channels, Reservations & Guest Services, research, and complaints handling.

A few of your responsibilities

  • Manage Echo Entertainment Group's Customer Care guest journey in recognition of best practice experience principles across customer touchpoints, and legislative and regulatory requirements
  • Drive change and adoption of the Customer Care guest experience evolution, ensuring consistency across Echo Entertainment Group properties
  • Drive Member and Guest engagement with Customer Care principles and messaging in each venue, and across relevant customer touchpoints
  • Manage and deliver Communications (Guest and Team Member) driving education and adoption, supporting Customer Care guest journeys
  • Utilise insights from the customer research program, and group insights and analytics, with the goal of improving Customer Care guest experience outcomes

What we are looking for

  • Proven 5 years' experience in a senior or similar role
  • Customer research, insights, and analytics experience
  • Customer experience and value proposition design and delivery
  • Excellent communication and presentation skills with strong attention to detail
  • Strong stakeholder engagement and management skills

You are an accomplished professional with extensive experience in customer journey design and implementation. With a keen understanding of customer insights, you will have the ability to develop and execute strategies that enhance the customer experience. Your expertise in customer communications and product management has led to successful initiatives that have positively impacted organisational growth. Known for your strong product and communication skills, you are dedicated to delivering exceptional results that drive customer satisfaction and loyalty.

Your role will be pivotal in shaping the success of our customer journey and experience at Echo Entertainment Group. We welcome applications from all cultures, ages, religions, genders, LGBTQI+ people, Australia's First Nations Peoples, and people with disabilities.

What can we offer you?

  • Flexible working arrangements
  • Up to 30% Discounts across award-winning restaurants and accommodation
  • Lifestyle discounts including gym memberships and dry-cleaning services
  • An organisation that values diversity, teamwork, and being your best self
  • Diversity & Inclusion areas of focus including Multicultural, Gender, Aboriginal & Torres Strait Islander, and LGBTQI+
  • Opportunity to work with elite professionals and assets

We are committed to creating a diverse, equitable, and inclusive workplace that we know will contribute to exceptional experiences for our guests, a great place to work for our team members, and positive outcomes for our communities.

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