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Customer Experience Director

1 week ago

Melbourne, Victoria, Australia MiTek Australia (Asia Pacific region) Full time

About the Role:

MiTek Australia (Asia Pacific region) is seeking a seasoned professional to lead our customer experience team. As the Head of Customer Experience, you will be responsible for driving business outcomes through exceptional customer service, fostering a culture of innovation and collaboration, and ensuring alignment with organizational goals.

Key responsibilities include tailoring customer experience strategy to regional and country business objectives, collaborating with internal and external stakeholders, understanding customer requirements and expectations, and delivering exceptional service. You will also set and monitor KPIs, identify improvement opportunities, and coordinate with internal and external resources to ensure systems and processes support desired outcomes.

Customer Experience Operations:

  • Establish target service level metrics that exceed customer expectations of helpdesk wait times, first time resolution, and onsite support/training.
  • Collaborate with the global CX team to build and refine processes, digital solutions, design and deployment, and establish global coverage and support opportunities on alike technology.
  • Provide guidance to CX leaders and teams to establish consistent training, goal setting, and career development.
  • Deliver monthly reports on metrics achieved to various internal stakeholders and customers.
  • Provide oversight on scheduling of CX tech services and engineering team in field and helpdesk coverage.
  • Provide yearly performance reviews of direct reports and provide guidance to leaders to ensure a consistent approach.
  • Approve and manage expense reports.