Customer Experience Program Lead

3 days ago

Melbourne, Victoria, Australia beBeeProgram Full time $120,000 - $140,000
Customer Experience Manager Job Overview

This is a senior project lead role requiring extensive program management experience complemented by excellent judgment, sensitivity and accountability.

The successful candidate will have demonstrated experience leading customer experience programs with advanced program governance skills.

Key responsibilities include translating customer experience improvement recommendations and priorities into detailed project requirements, contributing to customer-centric processes, and ensuring customer feedback informs project pipeline planning.

Additionally, the Customer Experience Manager will coordinate project scoping, evaluate interdependencies, and optimise resource utilization, establish and maintain scope management, quality standards, and risk assessment throughout the project lifecycle.

Strong project management, stakeholder engagement, influencing/negotiating, and communication skills are essential for this role.

Responsibilities:

  • Translate customer experience improvement recommendations and priorities into detailed project requirements.
  • Contribute to customer-centric processes and ensure customer feedback informs project pipeline planning.
  • Coordinate project scoping approved by senior leadership, evaluate interdependencies, and optimise resource utilisation.
  • Establish and maintain scope management, quality standards, and risk assessment throughout the project lifecycle.
  • Drive execution of processes, change management requirements, and roadmap development.
  • Develop, implement, and maintain production timelines across multiple departments in collaboration with project leads.
  • Develop and maintain partnerships with third-party resources, including vendors and researchers.
  • Allocate and monitor resources to maximise deliverables.
  • Report project outcomes and risks to senior management channels and escalate issues as needed.

Qualifications and Requirements:

  • Senior project lead experience, including leading a project governance function (e.g., project control group).
  • Project management experience across varying scopes, scales, and complexities.
  • Attention to detail and ability to meet deadlines.
  • Budget management experience.
  • Proven success working with all levels of management.
  • Strong written and verbal communication skills.

Benefits:

  • A comprehensive induction program.
  • Training and development opportunities.
  • Free onsite car parking.
  • A collaborative team culture that values integrity, compassion, respect, and sustainability.

About Us:

We are a purpose-driven organisation committed to making a positive impact. We strive to create an inclusive environment where everyone feels valued and respected.

Our benefits package includes a competitive salary, generous leave entitlements, and opportunities for career growth and development.

We are committed to supporting our employees' well-being and offer a range of employee assistance programs.

We value diversity and inclusion and encourage applications from people of all backgrounds, cultures, and abilities.

We are proud to be an equal opportunity employer and are committed to creating a workplace that is free from discrimination and harassment.

How to Apply:

Please submit your application, including a cover letter outlining your relevant skills and experience, and a resume.

Applications should be submitted through our careers website.

We appreciate your interest in this exciting opportunity and look forward to reviewing your application.

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