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Customer Experience Strategist

2 weeks ago

Melbourne, Victoria, Australia beBee Careers Full time
About the Role
As a Customer Experience Strategist, you will oversee the performance of a team of up to 16 Service Managers. Your primary responsibility will be to provide them with coaching, growth opportunities, and support to ensure they deliver exceptional customer experiences.

This role offers flexibility, allowing you to work remotely up to 100% with occasional travel required for on-site engagement. You will have the authority to make high-level decisions, providing strategic direction and status updates to stakeholders through various communication channels.

Your key responsibilities include:
  • Managing highly sensitive, complex issues and serving as the primary contact for escalated concerns.
  • Developing strategic relationships across functions to resolve systemic customer issues.
  • Serving as an escalation point to improve customer experiences independently and supporting Service Managers in maintaining relationships with internal and external teams.
  • Leading project governance to drive strategic initiatives.
  • Collaborating with Service Managers to gather feedback and identify resources to enhance the customer support experience for specific regions or groups.

Qualifications

Required Qualifications:

  • 9+ years of experience in the technology industry, customer service, or a related field, OR Bachelor's Degree in technology, business, or a related field with 6+ years of experience, OR Master's Degree with 4+ years of experience, OR equivalent experience.
  • 8+ years of managerial experience within Crisis, Escalation, or Incident Management.