Elevated Customer Experience Expert

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomer Full time $159,000 - $186,038
Senior Customer Experience Consultant

About the Role

We are seeking a highly experienced and dedicated professional to join our team as a Senior Customer Experience Consultant. This role presents a unique opportunity to contribute meaningfully to the development, configuration, and deployment of end-to-end solutions.

Based in North Sydney, you will be working with clients across Australia in a diverse range of industries. You will engage strategically on transformational projects, bringing a business-oriented, consulting-led approach to every engagement.

In this key position, you will play an active role across multiple phases of the delivery lifecycle. You'll be involved in requirements gathering, solution design and refinement, and guiding teams through project processes and deliverables. You will also support proposal development, client training, and internal capability building.

This is a strategic position that requires strong leadership skills, excellent communication skills, and the ability to work collaboratively across cross-functional delivery teams.

Key Responsibilities:
  • Own the requirements-gathering process and validate client needs through interviews, workshops, and documentation
  • Translate business requirements into functional specifications, including user stories, use cases, process flows, process modelling, entity relationship diagrams, data dictionaries, data mapping, data modelling, system context and design diagrams
  • Create and manage test plans and test cases that ensure successful deployments
  • Communicate clearly and confidently with both business stakeholders and technical teams
  • Support pre-sales efforts, contribute to proposal development, and deliver client training
  • Play an active role in building internal consulting capabilities through documentation, knowledge sharing, and mentoring
Requirements:
  • 8+ years of experience in the CRM domain, with at least 5 years in hands-on CRM implementations
  • Deep knowledge of cloud-based CRM solutions and enterprise business processes
  • Proven ability to lead and participate in requirements workshops and solution prototyping
  • Strong fit-gap analysis against product capabilities, and the ability to distinguish configuration from customization
  • Experience producing high-quality functional requirements documents and traceability matrices
  • Proficiency with both Agile and Waterfall delivery methodologies
  • Excellent written and verbal communication skills
  • Ability to work collaboratively across cross-functional delivery teams

Sweet Benefits and Perks:

Beyond a stellar work environment, friendly people, and inspiring work, we have some sweet benefits and perks:

Health & Wellness Reimbursement Program

Education Resources - Career & Personal Development Program

Opportunities for career growth and professional development

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