Customer Experience Strategist

3 days ago

Rockdale, Australia beBeeStrategy Full time
Customer Experience Strategist

We are seeking a skilled Customer Experience Strategist to design and implement a unified Voice of the Customer (VoC) strategy across inbound and outbound channels. This role will lead efforts to synthesise customer feedback, unify insights across support and marketing, and drive actionable outcomes across business verticals.

Key Responsibilities
  • Developing a single source of truth for customer insights reporting, aligning data to customer lifecycle and business impact.
  • Transforming customer feedback into actionable outcomes and improvement projects.
  • Defining and reporting on metrics that link feedback to operational, retention, and customer experience outcomes.
About the Team

This role is part of our Strategy & Operations team, which plays a vital role in shaping how we serve merchants, customers, and dashers. In Australia and New Zealand, we're elevating our customer strategy to ensure we listen, respond to, and innovate based on the voices of our customers, delivery partners, and merchants.

You're Excited About This Opportunity Because
  • You have 6+ years of experience in customer insights, customer experience strategy, or related roles in dynamic, matrixed environments.
  • You're experienced with qualitative and quantitative data analysis, and skilled in turning insight into business outcomes.
  • You're a cross-functional collaborator who can influence teams across Support, Product, Marketing, and Ops.
  • You're comfortable building and owning programs end-to-end with limited precedent.
Why Doordash is Partnering with Hatch on this Role

Hatch exists to level the playing field for people as they discover a career that's right for them. So when you apply, you have the chance to show more than just your resume.

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