Customer Experience Strategist

6 days ago


Melbourne, Victoria, Australia Techtronic Industries Australia & New Zealand Full time

About Techtronic Industries Australia & New Zealand

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Techtronic Industries is a global organisation with a world-class reputation for quality consumer and professional products. We serve the home improvement and construction industries with renowned brands like MILWAUKEE, RYOBI, AEG, and VAX.

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We're committed to delivering exciting new products that enhance customer satisfaction and productivity. Our company-wide focus on cordless technology, innovation, and strong customer partnerships drives our success.

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  • Competitive remuneration package
  • Modern office/workshop with onsite parking
  • All the tools of trade provided
  • Exposure to world class technologies
  • Generous discounts on company products for multiple brands
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We're seeking an experienced CX Transformation Lead to join our team in Melbourne. Reporting to the Senior Manager Customer Experience, you'll be responsible for:

">Key Responsibilities">
  1. Work with key stakeholders to map all customer interactions and touchpoints across the user journey for all brands within the portfolio.
  2. Develop a comprehensive CX strategy aligned with industry best practice, working closely with the Insights team.
  3. Benchmark our experiences against leading companies, identifying areas for improvement.
  4. Leverage data insights to inform strategic decisions, collaborating with the Head of Customer Strategy and Analyst.
  5. Drive CX forums across the organisation, distilling key takeaways and actions for stakeholders.
">Requirements">
  1. Marketing or Business Degree qualified and/or significant relevant industry experience.
  2. Exceptional written and verbal communication skills, ability to articulate technical thinking and commercial outcomes clearly.
  3. Demonstrated experience delivering CX journey maps and blueprints across multiple business units.
  4. Salesforce Service, Full Salesforce CRM suite (highly desirable) Sales, Service and/Marketing Cloud Experience (highly desirable).
">

The ideal candidate will possess a deep understanding of CX principles, excellent stakeholder management skills, and the ability to drive transformative change.



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