Customer Experience Enablement Professional
4 weeks ago
We are seeking an experienced Customer Experience Enablement Specialist to join our team at Zip Co. This is a unique opportunity to work in a fast-paced digital financial services company, offering innovative products that connect millions of customers with its global network of merchants.
In this role, you will be responsible for supporting and empowering our Customer Experience (CX) team to achieve operational excellence by delivering best practice content, systems, and process updates, change management support, quality assurance, and training and onboarding.
About the RoleThis is a full-time position based in Circular Quay, Sydney, with flexible working arrangements. You will have the opportunity to work closely with cross-functional teams, including senior CX leadership, Team Leaders, Enablement Team, Workforce Optimisation, Internal Disputes Resolution team, and CX Agents.
Responsibilities- Support the development and implementation of best practice content and processes across various assets such as Help Centre, Knowledge Centre, Zigi content, macros, the Hub, 10@10 slides, and VOC delivery.
- Work closely with Workforce Optimisation to constantly revise, challenge, and improve our systems and their content.
- Measure performance of assets and work to improve usage, Quality Assurance, Average Handling Time, number of touches, hold time, after call time, and Customer Satisfaction rating.
- Liaise with key stakeholders in the development and communication of new processes.
To be successful in this role, you will need:
- A minimum of 5+ years experience in a similar consultant role with exposure to broad stakeholder engagement and relationship building, experience and skills in change management techniques, highly developed problem-solving mindset, identifying efficiencies, and content creation.
- An analytically focused individual with a keen interest in critically evaluating processes, systems, and ways of working.
- A strong attention to detail and ability to build key success metrics and reports to inform progress and continual iteration and improvement where required.
We offer a range of benefits to support your career growth and well-being, including:
- $95,000 - $110,000 per annum salary range, depending on experience
- 25 days paid leave annually, including birthday leave and quarterly wellbeing days
- 16 weeks paid parental leave for primary carers, and 4 weeks for supporting carers
- Families support policies, including miscarriage bereavement leave and domestic violence leave
- Mental health and wellness initiatives, including $299 annual wellbeing allowance, free access to Sonder wellbeing platform, discounted private health insurance, and ClassPass fitness sessions
- 2 days paid volunteering leave, 2 days study leave, and 2 days religious or cultural leave per year
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