Experience Director

4 days ago

Williamstown, South Australia beBeeStrategist Full time $105,000 - $135,000

Customer Experience Strategist

We're seeking a visionary leader to drive the future of customer support.

About the Role

The ideal candidate will be responsible for refining and enhancing our existing support function, introducing evidence-based strategies that improve customer experience, strengthen retention, and contribute to sustainable growth.

  • This includes being strategic, adaptable, and open to challenging the status quo when evidence suggests there's a better way.
  • Additionally, you'll scale smartly, ensuring support remains a key business function, not just a service.
  • You'll have experience managing teams, transforming support functions, and operating in a multichannel, global environment.
  • Able to leverage technology to automate and streamline processes while prioritizing human interactions.
  • Successful candidates will excel at breaking down silos, ensuring customer insights shape product, marketing, and operations.
  • They'll also thrive on developing and empowering teams, coaching, mentoring, and fostering an environment where people grow.
Responsibilities

This is not a conventional customer service role. We're looking for someone who can lead with strategy, insight, and impact.

  • Led workshops on translating customer feedback into product improvements.
  • Analyzed customer interaction data to identify opportunities for improving first-contact resolution rates.
  • Developed strategic roadmaps for integrating AI solutions into existing environments.
  • Collaborated with marketing on turning customer insights into compelling brand stories.
  • Mentored team leaders on balancing policy adherence with customer-first decision-making.
  • Presented business cases for new technologies to streamline back-office operations.
  • Designed metrics connecting customer support performance to commercial outcomes.
  • Created frameworks for identifying and nurturing valuable customer relationships.
About Us

We're a diverse group of thinkers and makers from over 25 different countries, each contributing unique skills to achieve our shared vision.

We believe embracing diverse backgrounds and perspectives is key to staying agile and resilient.

How to Apply

If you're excited to implement what research proves actually works, we want to hear from you.

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