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Strategic Customer Experience Lead

2 weeks ago

Bendigo, Victoria, Australia beBeeProduct Full time $115,162 - $139,851
Job Description

As a key figure in our organization, you will be responsible for leading the design and delivery of improved customer service experiences. This involves leveraging customer insights and data to maximize the value of our platform and drive digital transformation.

The role will focus on managing the product backlog, aligning enhancements with business strategy, and ensuring seamless communication between business units, technical teams, and end-users.

You will be accountable for championing ownership of business processes, improving them through sound understanding of technologies, and streamlining internal processes and customer experiences.

  • Lead customer research activities to track sentiment, inform strategy, and enhance service delivery.
  • Identify, prioritize, and deliver CX improvement initiatives in collaboration with internal stakeholders.
  • Ensure data quality, process consistency, and governance across platforms while partnering with technical teams and vendors.

This is an excellent opportunity to make a meaningful impact and contribute to the success of our organization.

Required Skills and Qualifications

To succeed in this role, you will need:

  • Bachelor's degree in Business, Information Systems, or related field.
  • Proven experience as a Product Owner, Product Manager, or similar role with Salesforce; Aptumo experience highly desirable.
  • Strong understanding of CRM, case management, and billing processes.
  • Experience translating complex business requirements into user stories and acceptance criteria.
  • Familiarity with Agile and Scrum methodologies.
  • Experience identifying or supporting the implementation of AI or automation initiatives is a plus.
Benefits

We offer a competitive salary range, flexible work arrangements, and a comprehensive benefits package that includes generous parental, carer, and workplace study leave policies.

Our team is dedicated to creating a positive and inclusive work environment where everyone feels valued and supported.

Others

Applicants must successfully complete all core training requirements and may be required to undergo a Police Check, Working with Children Check, Pre-Employment Medicals, or Psychometric testing where applicable.