Customer Journey Champion

2 days ago

Melbourne, Victoria, Australia beBeeCustomer Full time $90,000 - $120,000
Job Description

Alinta Energy is one of Australia's biggest energy retailers, generators and developers. The company has over 1.1 million customers. It is undergoing a significant transformation in the Australian energy system.

The Customer Experience Lead will play a pivotal role in defining and enhancing the retail energy customer journey. This will involve developing skills in a fast-paced, supportive environment.

  • Play a crucial part in shaping the customer experience
  • Develop your skills in a dynamic, supportive work environment
  • Attractive hybrid work model | Energy Discounts | Career Growth Opportunities
Key Responsibilities
  1. Develop end-to-end customer journey maps to identify opportunities and next steps for improvement
  2. Design and implement Voice of Customer programs to create new data-gathering initiatives and consider priority opportunities & areas for the business
  3. Collaborate with cross-functional teams to deliver key Retail initiatives
  4. Report on and communicate key performance indicators (KPIs) and metrics that measure CX across touchpoints and journeys
  5. Bring customer experiences to life through rich storytelling, utilising a range of data & insights
Requirements
  1. Proven experience in customer experience responsible for design and operations of CX programs
  2. Proven experience creating and managing a Voice of Customer (VoC) program analysing data and generating insights
  3. Strong understanding of customer journey mapping, customer experience measurement, and CX data
  4. Good analytical skills, with the ability to interpret quantitative data and generate insights to drive informed decisions
  5. Strong influencing and stakeholder management skills including storytelling and presenting to senior leaders
Benefits

We offer an attractive hybrid work model, energy discounts, and career growth opportunities. We are a welcoming bunch who put our energy into being the best company we can be.

About Us

We are committed to advancing women's careers and promoting diversity, equity, and inclusion. We are proud to be a WORK180 Endorsed Employer and strive to provide a safe and supportive work environment.

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