Head of Customer Experience Transformation

3 days ago

Sydney, New South Wales, Australia Standards Australia Limited. Full time
About the Role

We are seeking a highly experienced and skilled professional to lead our customer experience transformation efforts. As the Head of Customer Experience Transformation, you will be responsible for developing and implementing a comprehensive customer experience strategy that aligns with our organization's goals and objectives.

Key Responsibilities
  • Develop and implement a customer experience strategy that prioritizes customer needs and expectations
  • Lead a team of customer experience professionals to design and deliver customer-centric solutions
  • Analyze customer data and feedback to identify areas for improvement and opportunities for growth
  • Collaborate with cross-functional teams to ensure customer experience is integrated into all aspects of our business
  • Develop and maintain customer personas to guide targeted and personalized customer interactions
  • Establish and track key customer experience metrics to measure success and inform strategic decisions
  • Identify and implement process improvements to enhance the efficiency and effectiveness of customer interactions
  • Oversee the selection and implementation of customer experience technologies and tools
Requirements
  • Bachelor's degree in Business, Marketing, or a related field
  • Extensive experience in customer experience management, human-centric design, and customer analytics
  • Strong understanding of customer journey mapping and customer persona development
  • Excellent analytical and problem-solving skills
  • Proven ability to lead and inspire a team, with a particular focus on developing Voice of Customer capabilities
  • Exceptional communication and interpersonal skills
  • Proficiency in customer experience tools
  • Ability to work collaboratively across departments and influence at all levels of the organization
  • Strong project management skills with the ability to manage multiple initiatives simultaneously
About Us

Standards Australia Limited is a leading standards development organization in Australia, with a rich history dating back to 1922. We are committed to empowering our communities through the development of national and international standards that promote the net benefit to the Australian community. Our iCARE values form the basis of all we do - Integrity, Courage, Accountability, Respect, and Excellence.

What We Offer
  • A dynamic and collaborative work environment
  • Opportunities for professional growth and development
  • A comprehensive benefits package, including flexibility with working from home and regular team events
  • A commitment to diversity, inclusion, and belonging

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