Director of Customer Experience Development

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomerExperience Full time $180,000 - $210,000

**Job Opportunity:** Associate Director of Customer Experience Strategy

This is a strategic position that plays a critical role in driving better customer outcomes.

The job can be based in Sydney or Melbourne and offers flexible working arrangements and various employee benefits.

Institutional Banking and Markets (IB&M) leads the bank's relationships with major corporate and government clients and institutional investors.

The division provides a wide range of capital raising, transactional and risk management products and services.

The purpose of this role is to support the improvement of IB&M's customer experiences by developing customer feedback capabilities.

Key responsibilities include:

  • Developing strategies to enhance, optimize and reimagine end-to-end customer journeys and improve the customer experience.
  • MAPPING END-TO-END JOURNEYS AND IDENTIFYING KEY INSIGHTS AROUND CUSTOMER OBJECTIVES, JOBS-TO-BE-DONE AND PAIN POINTS TO BE RESOLVED.
  • Producing actionable, value-add customer insights from various customer feedback sources and helping drive NPS improvement.
  • Facilitating workshops and engaging teams to support the above objectives.
  • Supporting customer, digital and business transformation by taking a customer-first approach to develop business processes, data and technology insights that enable an improved customer experience.

To succeed in this role, you will need significant experience in customer experience strategy, digital strategy or customer strategy within a leading consultancy or large corporate organization.

Experience in customer journey mapping, experience design and transformation road mapping is also required.

Additionally, the ability to distil significant amounts of quantitative and qualitative information from multiple data sources into actionable business insights and clear, compelling narratives is essential.

Exceptional presentation skills are necessary, as well as knowledge of modern design and strategy methodologies: Agile, Lean, Design Thinking.

Strong relationship-building skills and the ability to work collaboratively in teams are also required.

Required Skills and Qualifications:
  • Proven experience in customer experience strategy, digital strategy or customer strategy.
  • Experience in customer journey mapping, experience design and transformation road mapping.
  • Ability to analyze complex data and communicate insights effectively.
  • Excellent presentation and communication skills.
  • Knowledge of modern design and strategy methodologies.
Benefits:

This role offers hybrid working and a range of employee benefits, including competitive salary, opportunities for professional growth and development, and a dynamic work environment.

What We Offer:

Join our team and take advantage of our commitment to innovation, collaboration and customer-centricity. As a key member of our team, you will have the opportunity to make a meaningful impact on our customers' lives.

Are you passionate about customer experience and committed to delivering exceptional results? If so, we encourage you to apply for this exciting opportunity.

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