Customer Experience Transformation Specialist

24 hours ago


Macquarie Park, Australia Metcash Full time

About the Role

We are seeking a skilled Customer Experience Transformation Specialist to drive customer-centric projects and collaborate with teams across the business to create impactful solutions.

This is a 12-month fixed-term role, offering an exciting opportunity to lead smaller projects autonomously, deliver final recommendations that drive value for customers and the business, and contribute to product roadmaps by shaping requirements and iterating solutions through prototyping and testing.

Key Responsibilities:

  • Lead smaller projects independently, delivering actionable recommendations that enhance the customer journey.
  • Collaborate with stakeholders to frame problems, define mutual value, and develop solutions aligned with strategic roadmaps.
  • Conduct and synthesize customer research using diverse methods, translating insights into measurable business outcomes.
  • Design and facilitate workshops using design thinking to co-create solutions, supported by artefacts like customer journeys, personas, and prototypes.
  • Apply human-centered and service design methodologies to improve processes, systems, and customer experiences.

About You

To succeed in this role, you will require 5-8+ years of experience in a lead role within design, consulting, or digital environments. Expertise in human-centered design and design thinking, along with strong communication and facilitation skills, are essential.

What We Offer

Metcash offers a supportive and flexible work environment, including a 5th week of annual leave every year after your first year, as per policy. You will also benefit from 2 well-being days and 1 volunteer day annually, an abundance of learning, development, and career growth opportunities, and incredible value discounts and perks through our team member app.



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