Customer Experience Director

4 weeks ago

North Sydney Council, Australia Invocare Full time

About InvoCare:

A leader in delivering exceptional customer experiences during life's challenging moments. Our commitment to compassion, excellence, and innovation sets us apart. We are seeking a dynamic Regional Manager CX Coaching to join our dedicated team.

Position Overview:

As Regional Manager CX Coaching, you will play a key role in shaping and enhancing customer experience across our service regions. Reporting to the Head of Coaching, you will lead and develop a team of Field Team CX Coaches, ensuring they have the skills and knowledge to provide consistent and outstanding service.

Key Responsibilities:

  • Develop effective training programs that align with our business strategy.
  • Provide feedback for continuous improvement of training programs.
  • Focus on driving business outcomes and enhancing customer experiences.

Leadership:

  • Lead and develop a team of field coaches to maintain high standards of customer experience.
  • Foster a culture of continuous learning and improvement.
  • Establish and manage development and performance plans for all team members.

Collaboration:

  • Build strong relationships across teams to encourage collaboration and achieve better outcomes.
  • Partner with Regional Managers and Location Managers to identify coaching needs.
  • Engage with stakeholders transparently and collaboratively.

Customer Service:

  • Role model customer centricity and ensure high-quality coaching that meets customer needs.
  • Deliver on the customer service delivery framework to ensure exceptional service.

Analytics and Compliance:

  • Measure and improve coaching quality to align with national standards.
  • Use data-driven insights to identify areas for improvement and enhance Net Promoter Scores (NPS).
  • Ensure all coaching is compliant with policies, frameworks, and models.

Requirements:

  • Minimum 5 years of multi-site experience in a training and coaching role.
  • Proven experience in leading high-performance geographically dispersed teams.
  • Proven ability to lead teams through change and establish new teams.
  • Strong influencing skills to build relationships of trust with stakeholders.
  • Ability to facilitate training for diverse audiences.
  • Excellent written and verbal communication skills.
  • Proficiency in relevant technical skills.
  • Flexible with working hours and ability to frequently travel intra and inter-state.

Why InvoCare?

We offer more than just a job; we offer a meaningful career with opportunities for growth and development. Join us in making a difference in the lives of our customers and their families. If you are a dedicated leader with a passion for customer service and coaching, we invite you to apply today.

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