Head of Customer Experience Transformation
6 days ago
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 vision and goals.
Key Responsibilities- Develop and Implement Customer Experience Strategy: Create a customer-centric approach that enhances the overall customer experience across all touchpoints.
- Lead Customer Experience Initiatives: Identify and prioritize key customer experience initiatives and projects, leveraging customer insights and analytics to drive business growth.
- Analyze and Improve Customer Journey: Map the customer journey to identify pain points and opportunities for improvement, and develop strategies to address these areas.
- Develop Customer Personas: Create customer personas to guide targeted and personalized customer interactions, ensuring that our organization is meeting the evolving needs of our customers.
- Lead Voice of Customer Team: Foster a culture of customer-centricity within the organization, promoting collaboration, continuous improvement, and innovation.
- Conduct Customer Research: Conduct qualitative research to understand customer needs, beliefs, values, motivations, preferences, and drivers, and use this information to inform strategic decisions.
- Measure Customer Experience: Define and track key customer experience metrics (e.g. NPS, CSAT, CES) to measure success and inform strategic decisions.
- Implement Process Improvements: Identify and implement process improvements to enhance the efficiency and effectiveness of customer interactions.
- Oversee Customer Experience Technologies: Oversee the selection and implementation of customer experience technologies and tools, ensuring that they align with our organization's customer experience strategy.
- Establish KPIs: Establish and monitor KPIs related to customer experience, providing regular reports and updates to senior management and the Board on customer experience performance and initiatives.
We are looking for a highly experienced and skilled professional with a strong background in customer experience management, human-centric design, and customer analytics. The ideal candidate will have:
- Bachelor's Degree in Business, Marketing, or a related field
- Experience leading a team
- 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
- Passionate about delivering exceptional customer experiences
We are proud to have been awarded the prestigious Employer of Choice Award for two consecutive years, 2023 and 2024. This recognition highlights our commitment to creating an exceptional workplace and fostering a culture of excellence. Our iCARE values form the basis of all we do - Integrity, Courage, Accountability, Respect, and Excellence.
We offer a range of benefits, including flexibility with working from home, regular team events, additional personal/carer's leave, regular awards, and ongoing training. Our award-winning People Perks program includes:
- 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
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