Experience Director

1 week ago

Perth, Western Australia beBeeCustomer Full time $90,000 - $120,000

We are seeking a visionary professional to spearhead our customer experience strategy. As a Continuous Improvement and Insights Manager, you will lead the development of a comprehensive framework for delivering exceptional customer experiences.

The ideal candidate will have extensive experience in driving culture change, harnessing customer insights to enhance experiences, and analysing data to inform actionable recommendations.

Key responsibilities include:

  • Driving a culture of continuous improvement by leveraging customer insights to elevate experiences
  • Analysing data from various tools to provide actionable recommendations for improving customer experiences
  • Coordinating quarterly reviews of trends and opportunities against agreed roadmaps
  • Supporting technology integration that enables business insights
  • Facilitating workshops to drive understanding and value of customer trends and insights
  • Managing end-to-end projects to collect, analyse, present, and drive adoption of customer insights

Requirements:

  • Proven experience in a similar role in a contact centre environment
  • Excellent communication and interpersonal skills, with ability to build relationships and collaborate with clients and organisational peers
  • High level of computer literacy, with knowledge of Google Suite's Slides, Sheets, or equivalent
  • Self-motivation and ability to work independently as well as contribute to cross-functional teams
  • Exposure to Genesis and Salesforce is advantageous
  • Australian based role

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