Customer Experience Lead

21 hours ago

Sydney, New South Wales, Australia Sg Fleet Australia Pty Ltd Full time

We are a financial services company that specializes in fleet management, vehicle leasing, and salary packaging.

A total portfolio under management of $2.5 Billion and over 1200 employees.

Job Overview
  • This role is responsible for building and executing the Voice of Customer (VoC) program to enhance customer experience and satisfaction.

This involves collecting and analyzing customer feedback, managing complaints, and driving a culture of customer excellence within the organization.

Collaborate closely with leaders to analyze feedback and enhance the customer experience through business improvements.

Key Responsibilities
  1. Manage the VoC function, including day-to-day team management, complaint management, and customer feedback capture.
  2. Provide excellent leadership and people management to the VoC team, focusing on performance, collaboration, and team growth.
  3. Draw insights from customer comments, complaints, and feedback to understand their needs and generate reports for stakeholders.
  4. Establish mechanisms to gain customer feedback on interactions with our touchpoints and customer service centers.
  5. Identify opportunities to improve the customer experience by reporting on pain points and moments that matter across customer journeys.
  6. Monitor complaints handling to ensure best practices and maintain the internal policy and procedures.
  7. Stay updated on best practices, trends, and technologies in customer service and experience.
Requirements
  • Previous team leadership and mentoring experience, including setting goals, driving performance, and coaching.
  • Ability to manage competing expectations and priorities while meeting business strategic initiatives.
  • Experience in setting up and running a voice of customer function or equivalent across multiple business units.
  • Proven experience in advanced customer data analysis to identify trends and generate insightful reporting.
  • Knowledge of surveys, EDM, and data analysis tools, including PowerBI.
  • Effective stakeholder management at all levels, including executive teams.
  • Strong situational analysis and decision-making abilities.
  • Tertiary qualification in Business, Technology, Information Systems, CX/UX design, or a related discipline.
What We Offer
  • A competitive salary of around $140,000 per annum.
  • Work-life balance and career development opportunities.
  • A proud equal opportunity employer welcoming everyone to our team.

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