Customer Experience Leader

3 days ago

Melbourne, Victoria, Australia beBeeCustomerExperience Full time $123,391 - $139,851
Product Visionary

About the Role:

We are seeking a Product Visionary to lead the design and delivery of improved customer service experiences by leveraging customer insights and data.

The Product Visionary will drive business transformation and enhance customer experiences by utilizing data, insights, and technology.

You will maximize the value of our Salesforce platform and Aptumo billing product by managing the product backlog, prioritizing enhancements, and aligning with business strategy.

As the bridge between business, technical teams, and end-users, you will optimize processes, prepare for AI automation, and foster an innovative culture through mentoring and collaboration.

Key Responsibilities:

  • Champion ownership of business processes, aiming to improve them by understanding how invested technologies can be used to enhance and streamline internal processes and customer experiences.
  • Mentor team leads and team members in taking ownership of their processes and fostering an innovative culture leveraging technology.
  • Support or lead change management initiatives to promote platform adoption and realization of its value.
  • Lead the design and implementation of customer research activities to track sentiment, inform strategy, and improve service delivery.
  • Identify, prioritize, and deliver CX improvement initiatives in collaboration with internal stakeholders, ensuring timely and within-budget delivery.

Required Skills and Qualifications:

  • Bachelor's degree in Business, Information Systems, or a related field.
  • Proven experience as a Product Owner, Product Manager, or similar role with Salesforce; Aptumo experience is highly desirable.
  • Strong understanding of CRM, case management, and billing processes.
  • Experience influencing others and achieving outcomes through effective communication and strategic thinking.
  • Familiarity with Agile and Scrum methodologies.
  • Experience supporting or implementing AI or automation initiatives is a plus.

Benefits:

We offer a range of benefits, including a monthly accrued day off, Christmas leave, flexible work arrangements, and generous parental, carer, and study leave policies.

We welcome applications from individuals of all abilities and are committed to an accessible, inclusive workplace.

We balance a small team environment with the resources of one of Victoria's largest regional water corporations.

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