Delivering Exceptional Customer Experiences

2 days ago

Sydney, New South Wales, Australia beBeeCustomerExperience Full time $90,000 - $120,000
Program Manager, Customer Experience

We are looking for an individual with a passion for delivering seamless customer experiences through considered policy development and enhancement.

This role will involve analysing customer data to surface meaningful insights and designing experiments to enhance the end-to-end customer journey.

You will be responsible for presenting your findings and strategic recommendations to senior stakeholders and supporting data-informed decision-making across the business.

The successful candidate will drive and manage CX programs, identify opportunities for improvement and test and implement solutions that enhance the customer experience.

You will leverage data for insight, engage stakeholders effectively and own BAU work streams.

Key requirements include consulting or in-house strategy/data & analytics experience, advanced analytics skills or SQL, strong communication and stakeholder management skills and comfort with ambiguity and vague problem solving.

Prior experience in synthesising complex data into clear, actionable insights is highly desirable, as is the ability to connect customer data with broader business goals, driving measurable outcomes.

Main Responsibilities:

  • Drive and Manage CX Programs – Oversee the planning, coordination and execution of customer experience initiatives ensuring they are delivered on time, aligned to objectives and effectively communicated across teams.

  • Identify Opportunities for Improvement – Collaborate with stakeholders to uncover and diagnose the root causes of challenges affecting customer experience.

  • Test and Implement Solutions – Work cross-functionally to design, test and implement scalable initiatives that enhance the customer experience.

  • Leverage Data for Insight – Confidently query and interpret data at the appropriate level of detail, partnering with analytics experts across the organisation to drive evidence-based improvements.

  • Engage Stakeholders Effectively – Act as a strong cross-functional partner by clearly articulating recommendations, trade-offs and implications of customer experience initiatives.

  • Own BAU Work Streams – Own and maintain regular reporting processes ensuring stakeholders have timely and reliable access to customer experience metrics and trends.

The Ideal Candidate Will Bring:

  • Advanced analytics skills and/or expertise in data analysis tools such as SQL.

  • A true passion for delivering impactful customer experiences and a deep understanding of the importance of customer-centricity in business strategy.

  • Proven ability to communicate complex ideas in simple terms and facilitate collaboration between cross-functional teams.

  • A growth mindset and willingness to continuously learn and develop new skills.

  • Strong business acumen and the ability to connect customer data with broader business goals.

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