Head of Customer Experience and Operations

1 week ago


Melbourne, Victoria, Australia Davidson Full time
About the Role

We are seeking a highly experienced and skilled professional to lead our Customer Hub team at Davidson. As the Head of Customer Experience and Operations, you will be responsible for establishing a centralized front and back of house operation using human-centered design principles.

Key Responsibilities
  • Develop and implement a customer-centric hub that aligns with our broader strategic goals.
  • Manage cultural change, process improvements, and the integration of new practices.
  • Lead a diverse technical team in a fast-paced environment.
  • Collaborate with key stakeholders to design and implement customer operations in complex environments.
  • Develop high-performing teams through coaching and performance development.
  • Implement new systems, technologies, and processes.
  • Lead change and influence others.
Requirements
  • Extensive senior leadership experience within a customer service or customer operations function.
  • Strong track record in designing and implementing customer operations in complex environments.
  • Robust project management skills.
  • Ability to navigate sensitive environments with multiple stakeholders.
  • Experience with human-centered design, CRM systems, and implementing new technologies like Live Chat/AI Chat Bots.
About Us

Davidson is a company that values diversity, inclusion, and belonging. We strive to promote flexibility, accessibility, and equal opportunity in all that we do. If you require assistance in your interactions with us or through a recruitment process, please let us know so we can provide adjustments for you.



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