Strategic Customer Experience Director

4 days ago

Melbourne, Victoria, Australia Talent International Full time

Job Overview

Talent International is seeking a Strategic Customer Experience Director to lead the creation and visualisation of customer journey maps that reflect current state, as well as optimised future state journeys and Service Blueprints that enhance the user experience and align with business objectives.

This role requires a deep understanding of human-centered design principles and a proven track record of leading complex design initiatives that translate into tangible business results.

Main Responsibilities

  • Lead the creation of impactful customer journey maps and service blueprints that inspire action and deliver results.
  • Work closely with cross-functional teams to align goals and co-create innovative solutions.
  • Co-Facilitate workshops, interviews, and focus groups to gather insights and uncover opportunities for enhancing experiences.
  • Analyse qualitative and quantitative data from various sources to inform and improve journeys and design future blueprints.
  • Translate complex challenges into intuitive, user-friendly solutions while achieving business objectives.
  • Provide thought leadership, insights and best practices in journey mapping and service design.
  • Drive collaboration and communication among teams, ensuring consistency and clarity in goals.
  • Mentor and coach employees to build journey mapping and service design capability.

Requirements

  • Solid background in service design and customer experience
  • Proven track record of leading cross-functional teams through the design thinking process and journey mapping projects.
  • Expertise in user research, data analysis, and customer experience metrics.
  • Proficiency with journey mapping, service blueprinting, and prototyping tools (e.g., Miro, Mural).
  • Experience working in Agile environments, with strong project management and prioritisation skills.
  • A passion for continuous improvement, innovation, and customer advocacy.
  • Exceptional design skills and ability to visualise complex journeys in a compelling and digestible way.
  • Ability to articulate design concepts and recommendations to both technical and non-technical audiences.
  • Self-motivated with the ability to work in a fast-paced environment.
  • Certification in Design Thinking, User Experience Design, or related methodologies highly regarded.

Salary Information

The estimated salary range for this position is $120,000 - $180,000 per annum, depending on qualifications and experience.

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