Customer Experience Optimization Specialist

3 days ago

Melbourne, Victoria, Australia Latitude Full time

At Latitude, we're committed to delivering exceptional customer experiences that drive business growth and loyalty.

Salaried annually at AU$120,000, this role offers a competitive compensation package that reflects our commitment to attracting and retaining top talent.

Job Description:

  • As a key member of our customer experience team, you'll play a critical role in enhancing the financial services experience for our customers through analysis, reporting, and project management.
  • You'll work closely with cross-functional teams, including portfolio management and channel management, to identify opportunities for improvement and develop data-driven solutions.
  • Responsibilities will include customer journey mapping, optimization, and enhancement, as well as proactive monitoring of customer experience across all channels.
  • Collaboration with external vendors on various projects and research initiatives is also an essential aspect of this role.
  • You'll work closely with design teams and vendors on UI/UX design, app development, and other technical aspects of customer experience.
  • Presenting CX project progress and performance results to internal stakeholders will be a regular requirement.
  • You'll utilize tools like Jira, Miro, Confluence, and others to bring new CX initiatives and demonstrate customer journey optimization roadmaps.
  • Performing any other duties reasonably required by the company is also part of this role.

Key Requirements:

  • A solid background and understanding of the credit card or lending industry are essential for success in this role.
  • Extensive experience in customer experience optimization and customer journey mapping is crucial, as is a proven track record of conversion-based optimizations in the financial industry.
  • You'll need to deliver complicated projects alongside tech and business teams, demonstrating great collaboration skills and timely delivery experiences.
  • Exceptional analytical and problem-solving skills, along with strong presentation skills for CX initiatives, briefs, Q&A, and milestone reviews, are also required.
  • A good understanding of Salesforce Marketing Cloud user segmentation and journeys, as well as advanced proficiency in Google Analytics, LookerStudio, and Miro, are necessary.
  • Strong communication and presentation skills are vital for success in this role.

Benefits:

  • We offer a flexible working environment and a competitive salary, reflecting our commitment to attracting and retaining top talent.
  • A safe, healthy, engaging, and productive working environment is guaranteed, whether working from home or the office.
  • Recognition programs, education support, and community partner days are just a few of the benefits you can look forward to.
  • We're committed to supporting your personal and professional growth, offering education support and better giving programs.

About Us:

Latitude may seem like the new kid on the block, but it's taken us almost a hundred years to become an overnight success. Digital payments, cards, loans, and insurance are what we offer - but what we really are is a platform that helps people shop and live better. Always living and breathing our values: Act Right, Show Care, Be Curious.

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