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Head of Customer Experience Transformation

2 months ago

Sydney, New South Wales, Australia Standards Australia 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 mission and vision.

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 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 Culture

We value diversity, inclusion, and belonging, and are committed to creating a workplace that reflects the diversity of the communities we serve. We are proud to have been awarded the prestigious Employer of Choice Award for two consecutive years, 2023 and 2024.

Benefits
  • Nine-day fortnight - enjoy every second Friday off
  • Parental and secondary carer leave benefits - supporting you and your family during the most important times in your life
  • Workiversary rewards - your commitment and loyalty won't go unrecognised
  • International working arrangement - do you have working rights in another country? Enjoy a few weeks of international working every year
  • Early access to long service leave - why wait 10 years for long service leave? 5 years sounds a lot better