Chief Customer Experience Officer

2 weeks ago

Brisbane, Queensland, Australia beBeeCustomer Full time $80,000 - $130,000

Customer Experience Manager

You will be a key part of our CX design team, responsible for bringing structure to ambiguity and shaping customer strategy. Your role will involve designing new propositions, visualising journeys, and contributing to the development of personas and insight-driven decision-making.

  • Support senior CX managers in optimising product & service delivery journeys and delivering other initiatives important to customers.
  • Bring structure to ambiguity and help shape customer strategy, design new propositions, visualise journeys, and contribute to the development of personas and insight-driven decision-making.
  • Represent the CX team and customers in bank-wide initiatives and cross-functional teams, while working on CX team ideas, designs, and initiatives that transform experiences and propositions received by customers.
  • Use human-centred design techniques to identify member pain points and derive design principles.
  • Ground sales and service improvement opportunities in facts (qualitative and quantitative research) and uncover unique insights to inform design, resulting in improved sales and/or customer satisfaction.
  • Develop business growth ideas for new customer propositions from insights, and prove them out through prototyping and customer testing.
  • Produce artefacts such as journey maps and service design blueprints.
  • Work with product, marketing, digital, or process delivery teams to sharpen ideas and come to a common vision of future state experience.
  • Lead ad-hoc customer projects or initiatives to solve unstructured business problems, requiring conceptualisation, resource coordination, planning, and change management of projects.
Skill Requirements

To succeed in this role, you will have:

  • 3+ years' experience in CX / Service Design/ Proposition design or Customer Strategy in B2C businesses.
  • Project or change management experience.
  • Solid knowledge or experience in customer research or strategic customer projects.
  • Experience in financial services, especially home lending or small business banking (not essential).
Our Commitment

We are committed to building a strong, inclusive and diverse workplace where people feel a sense of belonging and are valued, connected and respected. We value diverse backgrounds, cultures, abilities, ideas, and experiences; recognising the benefits they bring to our work, communities, and the way we help our customers.

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