Customer Experience Strategist
4 weeks ago
Customer Experience Strategist
At Echo Entertainment Group, we're committed to delivering exceptional experiences for our guests. As our Customer Experience Strategist, you'll play a key role in shaping the future of our customer journey.
About the Role
As a senior member of our team, you'll be responsible for managing the design, delivery, and optimization of our customer experience across all touchpoints. You'll work closely with our customer care team to drive change and adoption of best practice experience principles.
Your Responsibilities
- Manage our customer care guest journey, ensuring consistency across all touchpoints and legislative requirements
- Drive change and adoption of customer care guest experience evolution, ensuring consistency across our properties
- Manage and deliver communications, driving education and adoption, supporting customer care guest journeys
- Utilize insights from customer research and group insights and analytics to improve customer care guest experience outcomes
What We're Looking For
- Proven 5 years' experience in a senior or similar role
- Customer research, insights, and analytics experience
- Customer experience and value proposition design and delivery
- Excellent communication and presentation skills with strong attention to detail
- Strong stakeholder engagement and management skills
What We Offer
- Flexible working arrangements
- Up to 30% discounts across award-winning restaurants and accommodation
- Lifestyle discounts, including gym memberships and dry-cleaning services
- An organization that values diversity, teamwork, and being your best self
- Diversity & Inclusion areas of focus, including Multicultural, Gender, Aboriginal & Torres Strait Islander, and LGBTQI+
- Opportunity to work with elite professionals and assets
Our Culture
We're committed to creating a diverse, equitable, and inclusive workplace that contributes to exceptional experiences for our guests, a great place to work for our team members, and positive outcomes for our communities.
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