Head of Customer Experience

2 weeks ago

Council Of The City Of Sydney, Australia ClearCompany Full time
About the Role

We are seeking a seasoned professional to lead our customer experience efforts and drive exceptional experiences that meet or exceed customer expectations at every touchpoint. As the Head of Customer Experience, you will develop and implement a comprehensive CX strategy that aligns with our goals and values, while driving professional interactions.

Key Responsibilities
  • Develop and implement a comprehensive CX strategy aligned with organisational goals
  • Establish and nurture a customer-centric culture within the organisation, ensuring all employees prioritise customer satisfaction
  • Collaborate cross-functionally with product development, marketing, and business teams to optimise the end-to-end customer journey and drive continuous improvement
  • Monitor and analyse customer feedback, trends, and metrics to identify areas for enhancement and inform strategic CX decision-making
  • Champion the customer's voice throughout the organisation, advocating for their needs and preferences in all business decisions and initiatives
  • Conduct user research, including surveys, interviews, and usability testing, to understand customer behaviours, preferences, and pain points when interacting with digital services
  • Collaborate with the IT Project Team to translate user insights into actionable design improvements and enhancements for digital platforms and applications
  • Stay abreast of industry trends, emerging technologies, and best practices in UX/UI design and digital customer experience, applying relevant insights to drive strategic decision-making and competitive advantage
  • Lead, train, and coach the Contact Centre in-take Team to efficiently handle incoming customer inquiries and prioritise them based on urgency and complexity
  • Design and implement efficient processes and protocols for call routing and resolution, ensuring timely and appropriate responses to customer needs and that each customer is directed to the most appropriate resource
  • Collaborate closely with other departments, such as customer service, technical support, and product development, to gather insights, refine procedures, and continuously improve the triage process, enhance customer satisfaction and streamline operations
  • Serve as a point of escalation for complex customer inquiries or issues, providing guidance and support to in-take team members and ensuring that customer needs are addressed promptly and effectively
  • Foster a positive team culture of collaboration, accountability, and continuous learning, providing ongoing feedback, coaching, and professional development opportunities
  • Establish key metrics and data insights, such as Customer Satisfaction Score (CSAT), First Contact Resolution (FCR), Average Handling Time (AHT), Customer Effort Score (CES), and Call Abandonment Rate
About You

We are looking for a seasoned professional with a proven track record in developing and implementing comprehensive customer experience strategies that align with organisational goals and drive customer satisfaction. You should have experience collaborating with cross-functional teams, fostering a customer-centric culture within an organisation, and leveraging customer data, insights, and metrics to inform strategic decision-making.

You should also have a strong analytical mindset, excellent communication and interpersonal skills, and the ability to build and maintain strong relationships with internal and external stakeholders. Experience in call centre management, triage or incident management, and quality assurance and performance management processes is highly desirable.

We are committed to building and maintaining a respectful and inclusive workplace, appointing the best person for the role and supporting diversity. If you are a motivated and experienced professional looking to drive exceptional customer experiences, we encourage you to apply.

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