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Customer Experience Innovator

3 weeks ago

Brisbane, Queensland, Australia beBeeCustomer Full time $71,150 - $78,951

Celebrating Customer Success - We're looking for a seasoned Customer Experience Team Leader to spearhead our efforts in fostering a customer-centric culture.

Customer Centricity Strategy

This role involves leading and supporting the development of a comprehensive customer centricity strategy, ensuring alignment with our global customer excellence initiatives.

Your primary objective will be to drive actions that achieve our customer experience targets, promote a customer-centric approach, and collaborate with our global CX team on surveys, analysis, insights reporting, and KPI integration.

CX Leadership & Collaboration

Main responsibilities include:

  • Developing and supporting the customer experience strategy and program, aligning it with global customer excellence initiatives.
  • Mobilizing customer excellence leads across operations, identifying improvement areas, tracking progress, and ensuring appropriate metrics are in place.
  • Leading the customer excellence forum for Australia Health, ensuring representation, tracking actions, and aligning stakeholders.

You will work closely with the Global Health Customer Excellence Team to implement actions improving the customer journey and meeting customer experience targets.

Promoting Customer-Centric Culture

Promote and drive a customer-centric approach across the business, identifying opportunities for improvement. Integrate customer metrics into performance management and quality frameworks.

Track progress and measure the impact of customer-centric initiatives. Keep the global CX team informed of customer-impacting changes and promote collaboration on initiatives.

Benchmark best-in-class standards, drive change programs, and stay informed of innovations enhancing customer experience.

Requirements
  • Previous experience in a customer experience role.
  • Strong time-management, organizational, and multitasking abilities.
  • Excellent communication, interpersonal, and collaborative skills.

The ideal candidate will have a strategic mindset, excellent communication skills, and a proactive approach to identifying and implementing improvements.