Customer Experience Strategist
2 days ago
We are seeking a highly skilled Customer Experience Strategist to join our team at Kinetic.
Estimated Salary: AU$120,000 - AU$180,000 per year
Job Description:About Us:
Kinetic is a forward-thinking organisation dedicated to enhancing customer experiences and making a positive impact. We are committed to creating an inclusive environment for all employees.
About the Role:
This exciting opportunity has arisen for a Customer Experience (CX) Manager to lead proactive initiatives that improve customer satisfaction and drive continuous improvement across our services. Reporting to the General Manager - Customer Experience, you will play a crucial role in aligning CX strategies with our business objectives.
Main Responsibilities:
- Develop and implement customer strategies, tools, and frameworks informed by insights, data analytics, and market trends.
- Proactively identify customer challenges and collaborate with stakeholders to design effective solutions.
- Lead community engagement initiatives to strengthen relationships and gather valuable customer feedback.
- Project manage CX initiatives to ensure alignment with Kinetic's strategic priorities and goals.
- Create and distribute communication packs to stakeholders for smooth execution of CX strategies.
- Measure and report on the success of CX initiatives, leveraging data for continuous improvement.
- Work with operational teams to identify pain points in the customer journey and drive operational enhancements.
- Advocate for a customer-first mindset across all levels of the organisation.
Requirements:
- Deep understanding of customer experience methodologies and best practices.
- Strong research and data analysis skills, with the ability to leverage insights for decision-making.
- Experience in agile methodologies and optimising CX strategies.
- Proven stakeholder management skills, with the ability to influence and build relationships at all levels.
- Exceptional project management skills, including facilitation and presentation abilities.
- Demonstrated experience in strategic planning and change management focused on impactful CX initiatives.
- Self-motivated and enthusiastic about improving the customer experience in a dynamic environment.
- Proficient in MS Office, Adobe Suite, survey analysis, and journey mapping tools.
Benefits:
- A competitive salary range of AU$120,000 - AU$180,000 per year.
- Ongoing professional development opportunities.
- A collaborative and inclusive work environment.
- A comprehensive benefits package.
Why Join Us?
Be part of a forward-thinking organisation dedicated to enhancing customer experiences and making a positive impact.
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