Customer Experience Strategist

4 days ago

Sydney, New South Wales, Australia Standards Australia Full time
About the Role: As a Customer Experience Strategist at Standards Australia, you will be responsible for delivering an exceptional customer experience for our customers who interact with the customer success team. This role focuses on building customer-centric capability and performance within your direct team, advocating for customer excellence across the business.

This position involves developing and implementing a robust customer excellence delivery infrastructure to deliver a first-class customer experience and embed customer-centric behaviours. You will also develop and deliver integrated customer engagement and communication initiatives to improve and enhance customer perceptions and experiences. Additionally, you will participate in customer research programs, dialogue, and other forms of engagement to understand key issues and enhance customer service.

The ideal candidate will have a minimum 5+ years of leadership experience from a call centre or customer support environment. They should have experience in creating measures to improve the customer experience, a track record of following through to ensure success, and proficiency in the use of Microsoft Office Suite and Salesforce. The successful candidate will also have experience in improving Net Promoter Score (NPS).

Key Responsibilities:
  • Develop and implement a robust customer excellence delivery infrastructure.
  • Develop and deliver integrated customer engagement and communication initiatives.
  • Participate in customer research programs and dialogue.
  • Responsible for overall satisfaction and proactive retention of customers.
  • Manage and drive retail and subscription sales.
  • Serves as the voice of the customer, providing internal feedback on product enhancements.

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