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Senior Customer Experience Leader

3 weeks ago

Sydney, New South Wales, Australia beBeeDataDriven Full time $90,000 - $120,000

Job Opportunity:

This is a senior leadership position in our Customer Experience Team, dedicated to delivering exceptional customer experiences through policy development and enhancement, product launches, automation, and strategic initiatives.

Key Responsibilities:

  • Drive CX Programs - Oversee the planning, coordination, and execution of customer experience initiatives, ensuring programs are delivered on time, aligned to objectives, and effectively communicated across teams.
  • Identify Opportunities for Improvement - Collaborate with stakeholders to uncover and diagnose the root causes of challenges affecting customer experience.
  • Test and Implement Solutions - Work cross-functionally to design, test, and implement scalable initiatives that enhance the customer experience.
  • Leverage Data for Insight - Confidently query and interpret data at the appropriate level of detail, partnering with analytics experts across the organisation to drive evidence-based improvements.
  • Engage Stakeholders Effectively - Act as a strong cross-functional partner by clearly articulating recommendations, trade-offs, and implications of customer experience initiatives.
  • Own BAU Work Streams - Own and maintain regular reporting processes (e.g. dashboards, performance tracking), ensuring stakeholders have timely and reliable access to customer experience metrics and trends.

The Skills You'll Bring:

  • Consulting or in-house strategy/data & analytics experience
  • A true passion for data as advanced analytics skills or SQL are required
  • Strong communication and stakeholder management skills
  • Comfort with ambiguity and vague problem solving
  • Curiosity, a growth mindset and willingness to learn in a fast-paced environment