Optimising Customer Journey

3 days ago

Sydney, New South Wales, Australia beBeeExperience Full time $87,654 - $123,456

Customer Experience Specialist Job Opportunity

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About the Role:

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We are seeking an experienced Customer Experience Specialist to join our team. In this role, you will be responsible for driving business optimization and process improvement initiatives that enhance customer experience.

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Your Key Responsibilities Will Include:

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  • Designing and implementing new business processes to improve operational efficiency and support service quality.">
  • Driving contact avoidance strategies by prioritizing customer self-service solutions in lifecycle journeys.">
  • Analyzing data from various sources, including CRM and survey data, to identify opportunities for improvement and develop action plans.">
  • Implementing tools to collect relevant data and produce data-driven analysis to secure customer experience objectives and drive efficiency.">
  • Collaborating with internal stakeholders to implement solutions that drive business forward.">
  • Exploring and quantifying problems and opportunities, building business cases to justify ROI when suggesting implementing a new change to improve CX.">
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The Ideal Candidate:

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We are looking for a highly motivated and results-driven individual with excellent analytical and problem-solving skills. The ideal candidate will have:

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  • A proven ability to diagnose business problems/opportunities based on process and data analysis.">
  • A thorough understanding of the contact centre industry.">
  • Advanced skills with Microsoft office, including but not limited to excel, power point, outlook, word.">
  • Ability to translate technical and/or statistical analysis into actionable insights.">
  • Advanced knowledge of process mapping tools.">
  • Tertiary qualification in Business or related discipline (Project Management).">
  • Strong, effective interpretational skills.">
  • Well-developed written and verbal communication skills.">
  • High level of personal motivation and the ability to exercise initiative and work both independently and as part of a team.">
  • Confident in working in a timeframe driven environment with the ability to balance competing priorities.">
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What We Offer:

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We offer a competitive salary and benefits package, including monthly product credit, staff discounts, annual bonus incentive program, staff recognition through our awards program, and flexible working opportunities.

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Note:

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To be considered for this role, you must have full working rights within the relevant location.

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Nespresso is committed to a diverse and inclusive workplace that respects and supports people to perform at their best and develop their full potential.

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