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Retail Energy Customer Experience Expert
3 weeks ago
We are seeking a skilled professional to take on the role of Customer Journey Expert. This position will play a pivotal part in defining and enhancing the retail energy customer journey.
In this role, you will have the opportunity to develop your skills in a fast-paced, supportive environment. You will work closely with cross-functional teams, including product managers, strategy, functional leads, marketing / communications, designers, digital, and data analysts, to deliver key Retail initiatives.
The ideal candidate will have proven experience in customer experience, responsible for design and operations of CX programs. They will also have a strong understanding of customer journey mapping, customer experience measurement, and CX data.
You will be responsible for developing end-to-end customer journey maps, integrating data and insights from multiple sources across Retail Markets, to identify opportunities and next steps for improvement.
Design and implement Voice of Customer program, incorporating data from multiple channels, creating new data-gathering initiatives, considering priority opportunities & areas for the business.
Report on and communicate key performance indicators (KPIs) and metrics that measure CX across touchpoints and journeys.
Bring customer experiences to life through rich storytelling, utilizing a range of data & insights, e.g., customer stories, customer interview extracts, key metrics, data visualization, back-end processes, employee experiences.
This role is best suited to someone with a strategic and analytical mindset, strong storytelling and communication skills, and experience in CX or VoC measurement, who is passionate about understanding customers and driving meaningful change across the business.
Please note this role requires full working rights within Australia.
