Customer Advocacy Strategist

3 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $160,000 - $200,000
Job Overview

The Customer Advocacy Strategist role is a newly created position responsible for ensuring fair outcomes for toll road users.

This strategic leader will require expertise in communication, problem-solving, empathy and conflict resolution to foster satisfaction and service experiences that transform lives of customers, motorists and community.

Key Responsibilities
  • Advocate on behalf of customers by managing and resolving complaints, identifying systemic issues, and driving improvements that enhance the overall customer experience.
  • Act as a spokesperson, representing the public interest through expert, impartial advice and providing timely and accurate information about toll roads and toll road services.
  • Champion toll road users by embedding customer advocacy into strategic decision-making, ensuring that community concerns, feedback, and evolving expectations are actively considered and influence operational policies and programs.
  • Lead the oversight and continual improvement of customer complaint handling processes, ensuring timely, fair, and effective resolution in line with internal policies, legislative requirements, and industry best practice standards.
  • Collaborate with regulators, ombudsmen, and interstate counterparts, to promote best practice standards and ensure decision-making reflects community expectations.
  • Conduct in-depth investigations into systemic or recurring tolling issues, using data insights and customer feedback to diagnose root causes and propose strategic, long-term improvements.
  • Collaborate with internal and external stakeholders to implement solutions that strengthen customer trust, improve equity, and reduce future complaints.

This role will require significant experience in managing complex regulated business operations and stakeholder relationships across government, industry, and regulatory bodies.

  • Director of Customer Advocacy

    5 days ago

    Sydney, New South Wales, Australia beBeeExcellence Full time $180,000 - $230,000

    Lead Customer Experience Strategist">We're seeking a senior leader to shape the future of virtual banking and elevate customer experiences through strategic design and delivery.About the Role">Drive operational performance disciplines to achieve service level agreements (SLAs) across Virtual Banking.Optimize sales and service processes, implementing key...

  • Customer Experience Strategist

    1 week ago

    Sydney, New South Wales, Australia beBeeCustomerExperience Full time $120,000 - $155,000

    Job Title: Customer Experience StrategistJob Description:We're seeking a skilled Customer Experience Strategist to drive business growth by delivering exceptional customer experiences. You will be responsible for establishing long-term relationships with customers, advising them on achieving their customer experience vision, and equipping them to...

  • Customer Experience Strategist

    7 days ago

    Sydney, New South Wales, Australia Bebeecustomerexperience Full time

    Job Title: Customer Experience StrategistJob Description:We're seeking a skilled Customer Experience Strategist to drive business growth by delivering exceptional customer experiences. You will be responsible for establishing long-term relationships with customers, advising them on achieving their customer experience vision, and equipping them to...

  • Customer Marketing Strategist

    1 week ago

    Sydney, New South Wales, Australia beBeeCustomerMarketing Full time $120,000 - $180,000

    Drive Business Growth as a Customer Marketing StrategistWe are seeking a seasoned customer marketing professional to lead the development and execution of high-impact marketing programs that drive business growth, engage customers, and retain loyalty.About the RoleDevelop and execute customer-facing communications strategies across channels and touchpoints...

  • Chief Advocacy Officer

    7 days ago

    Sydney, New South Wales, Australia beBeeCustomer Full time $129,216 - $163,780

    Lead Customer Experience StrategistWe're looking for a transformative leader to drive customer interactions and advocacy, leveraging data-driven insights and strategic leadership.Develop and execute customer experience strategies for engagement and advocacyDesign and manage B2B Voice of Customer programs, turning insights into actionFacilitate workshops and...

  • Customer Advocacy Program Lead

    7 days ago

    Sydney, New South Wales, Australia beBeeGovernance Full time $100,000 - $110,000

    Job Summary:We are seeking an Advocacy & Governance Specialist to support our advocacy for fair and empathetic outcomes for those we serve across all schemes.This role will assist with the identification of best practice customer advocacy approaches, maintain enterprise policies, standards, and principles for putting those we serve first, and ensure...

  • Customer Advocacy Officer

    6 days ago

    Sydney, New South Wales, Australia Hsbc Full time

    Some career choices have more impact than others.We're looking for progressive minds who are driven and forward-thinking, who are open to different ideas and cultures, who can connect with customers and colleagues and who'll work with courageous integrity every day.As an HSBC employee in Australia, you'll have access to tailored professional development...

  • Manager Customer Advocacy Team

    7 days ago

    Sydney, New South Wales, Australia Qantas Airways Limited Full time

    Lead the daily operation of the Customer Advocacy Team of Customer Advocacy Consultants with a strong emphasis on performance management, senior stakeholder engagement, confidentiality and sensitivity- Drive customer advocacy and exemplify a customer-centric mindset while protecting Qantas' brand, reputation and legal position- Full time permanent position...

  • Customer Advocacy Expert

    7 days ago

    Sydney, New South Wales, Australia beBeeRegulatory Full time

    Complaints Resolution Specialist About the Role: We are seeking a highly skilled Complaints Resolution Specialist to join our team. As a key member of our customer advocacy group, you will be responsible for managing and resolving customer complaints in accordance with our Internal Dispute Resolution (IDR) framework. Key Responsibilities:

  • Director, Customer Advocacy

    7 days ago

    Sydney, New South Wales, Australia Transport for NSW Full time

    OverviewDirector, Customer Advocacy role at Transport for NSWOrganisation/Entity: Transport For NSWJob category: Senior ExecutiveJob location: Sydney, NSW, AU, 2020Job reference number: 101084Employment type: Fixed Term Full-TimeSalary range: An attractive remuneration packageRole summary and purpose: NSW Motorways Customer Advocate: Ensuring Fair Outcomes...