Senior Customer Experience Designer

6 days ago

Melbourne, Victoria, Australia beBeeCustomerExperience Full time $100,000 - $125,000
Customer Experience Manager

We are seeking an experienced Customer Experience Manager to lead our customer experience (CX) program. The successful candidate will be responsible for managing the day-to-day operations of our CX program, including administering client surveys and other feedback mechanisms.

You will play a key role in implementing improvements to the program, focusing on moving from Net Promoter Score (NPS) to a satisfaction measure based on client value propositions. This involves collaborating with business and project teams to map customer journeys and integrate CX processes into digital and non-digital services.

You will design and conduct qualitative and quantitative research via various methods to uncover and validate the current and expected customer experience. You will also evaluate and continuously improve our CX program.

To succeed in this role, you should have demonstrated experience working in customer experience design and management ideally within similar complex organizations/projects. You should have experience administering and generating insights from various CX research methods.

The ideal candidate will be able to provide direction, coaching, and mentoring to one or more junior colleagues. Experience managing a direct report would be highly advantageous.

You will identify, engage, and manage the best suppliers to support the CX program. You will contribute to the development of harm prevention and recovery services to our clients.

About You

To excel in this position, you must have a strong background in customer experience design and management. You should have expertise in administering and generating insights from various CX research methods, including surveys, website analytics, interviews, focus groups, and observation.

You should be able to provide direction, coaching, and mentoring to junior colleagues. Experience managing a direct report would be highly beneficial. You should have exposure to client experience and/or co-design in government and community sectors.

You should be able to produce high-quality CX design deliverables, such as personas, journey maps, service blueprints, prototypes. You should have successfully delivered CX programs in agile project-based environments.

You should have proven experience in influencing others, problem-solving, and understanding key system dependencies. You should be able to facilitate design thinking workshops with customers and stakeholders.

You should be able to produce high-quality analysis and reporting on CX insights. You should have experience sourcing suppliers and managing supplier relationships.

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