Customer Experience Strategist

1 day ago

Sydney, New South Wales, Australia Echo Entertainment Group Full time
About Us

The Star Entertainment Group is Australia's leading integrated resort company, committed to creating fun and memorable experiences for millions of guests each year.

Job Description

We are seeking a skilled Guest Experience Design Manager to join our Customer & Product Leadership Team. As a key member of our team, you will be responsible for designing, delivering, and optimising The Star Entertainment Group's guest experience across all key touchpoints.

This is an exciting opportunity to shape the success of our customer journey and experience at The Star Brisbane. You will manage the design, delivery, and optimisation of our guest experience as it relates to Customer Care, ensuring consistency across our properties.

Responsibilities:
  • Manage The Star Entertainment Group's Customer Care guest journey, recognising best practice experience principles across customer touchpoints and legislative requirements.
  • Drive change and adoption of the Customer Care guest experience evolution, ensuring consistency across our properties.
  • Drive Member and Guest engagement with Customer Care principles and messaging in each venue and across relevant customer touchpoints.
  • Manage and deliver Communications (Guest and Team Member) driving education and adoption, supporting Customer Care guest journeys.
  • Utilise insights from our customer research program and group insights and analytics to improve Customer Care guest experience outcomes.
Requirements:
  • Proven 5 years' experience in a senior or similar role.
  • Customer research, insights, and analytics experience.
  • Customer experience and value proposition design and delivery expertise.
  • Excellent communication and presentation skills with strong attention to detail.
  • Strong stakeholder engagement and management skills.
About the Role:

You are an accomplished professional with extensive experience in customer journey design and implementation. With a keen understanding of customer insights, you will have the ability to develop and execute strategies that enhance the customer experience.

Your expertise in customer communications and product management has led to successful initiatives that have positively impacted organisational growth.

As a skilled Guest Experience Design Manager, you will be pivotal in shaping the success of our customer journey and experience at The Star Brisbane.

What We Offer:
  • Flexible working arrangements.
  • Up to 30% Discounts across award-winning restaurants and accommodation.
  • Lifestyle discounts including gym memberships and dry-cleaning services.
  • An organisation that values diversity, teamwork, and being your best self.
  • Diversity & Inclusion areas of focus including Multicultural, Gender, Aboriginal & Torres Strait Islander, and LGBTQI+.
  • Opportunity to work with elite professionals and assets.
Salary:

We offer a competitive salary range of $120,000 - $180,000 per annum, dependent on experience.

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