Customer Experience Specialist

3 weeks ago

Melbourne, Victoria, Australia Latitude Full time

Customer Experience Analyst Role Overview:

At Latitude, we're seeking a skilled Customer Experience Analyst to enhance the financial services experience for our growing customer base. As a key member of our team, you'll leverage analytical skills to uncover valuable insights driving continuous improvements to our products and services.

Key Responsibilities:

  • Collaborate with Portfolio Manager and Channel Manager to optimize the customer experience throughout the Latitude credit card lifecycle.
  • Develop and implement customer journey mapping optimization strategies for various card types.
  • Monitor customer experience across all channels, business impact, and internal requests for new features, bug fixes, and other approved requirements.
  • Partner with external vendors on various projects and research initiatives.
  • Work closely with the Channel Manager, design team, and vendors on UI/UX design, app, and LSC designs.
  • Present CX project progress and performance results to key internal stakeholders during regular meetings.
  • Utilize Jira, Miro, Confluence, and other tools to develop and demonstrate the customer journey optimization roadmap.
  • Perform other duties as reasonably required.

Requirements:

  • A solid background and understanding of the credit card or lending industry.
  • Extensive experience in customer experience optimization and customer journey mapping.
  • Proof of records on conversion-based optimizations for webpages, online forms, mobile apps, and conversion funnels in the financial industry.
  • Ability to deliver complex projects with Tech and Business teams.
  • Strong collaboration skills and on-time project delivery experience.
  • Exceptional analytical and problem-solving skills.
  • A good understanding of Salesforce Marketing Cloud user segmentation and journeys.
  • Advanced skills in Google Analytics, LookerStudio, and Miro.
  • Strong presentation skills for CX initiatives, briefs, Q&A, and milestone reviews.
  • Excellent communication and presentation skills.

What We Offer:

  • A flexible working environment and competitive compensation.
  • Education support and Better Giving program with charity partners.
  • Latitude matches dollar for dollar and Community Partner days.
  • Flexible work arrangements, hybrid setup, 3 Days paid volunteer leave annually, paid community service leave, and paid compassionate/bereavement leave.
  • Yearly salary reviews.

Successful applicants will be required to complete a background check prior to commencement of employment. Only open to Australian or New Zealand Permanent Residents or Citizens.

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