Customer Experience Lead

2 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $140,000 - $190,000
Customer Experience Lead

As a key member of our organization, the Customer Experience Lead will play a pivotal role in delivering a customer-centric strategy, vision, and roadmap.

This role will help embed strong foundations for delivering exceptional customer experiences and drive initiatives that turn insights into actionable improvements across all customer types.

The Customer Experience Lead will oversee the design and delivery of inclusive, human-centred experiences, embedding closed-loop feedback mechanisms and enhancing service design to ensure services are fair, accessible, and continuously improving.

Main Responsibilities:
  • Oversight of customer experience initiatives across all customer types.
  • Contribution to service design and digital experience initiatives, ensuring accessibility and usability.
  • Translation of insights from surveys, complaints, and research into tangible service improvements.
  • Support for the development of CX frameworks, journey maps, and service blueprints.
  • Collaboration with internal teams to embed CX principles into projects, systems, and processes.
  • Management and support for CX-related projects using structured project management approaches.
  • Championing the voice of the customer across our organization, aligning with strategic goals and values.
Requirements:
  • Significant experience in a dedicated customer experience or service design role.
  • Strong stakeholder management and influencing skills across diverse internal and external groups.
  • Demonstrated ability to turn customer insights into tangible service improvements.
  • Experience with CX methodologies including journey mapping and closed-loop feedback.
  • Project management experience or qualifications.
  • Experience with digital experience design, UX/UI, and human-centered design.
  • Excellent communication, facilitation, and problem-solving skills.
  • Self-motivated, adaptable, and comfortable working in a fast-paced, evolving environment.
Our Organization

We value fairness and believe in creating an inclusive workplace where everyone can thrive. Our benefits include flexible working arrangements, inclusive leave options, and financial benefits for our employees.

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