Customer Experience Lead

4 weeks ago

Sydney, New South Wales, Australia Tabcorp Full time

We're seeking a highly skilled Customer Experience Lead to join our team at Tabcorp, Australia's leading gambling entertainment company. In this key role, you will be responsible for delivering exceptional customer experiences across various touchpoints, including self-service and live chat platforms.

About the Role

This is an exciting opportunity to work with a brand-new squad of 10-12 people, focusing on creating seamless customer journeys and help content. You will collaborate closely with key stakeholders across product, responsible gambling, marketing, and P&C to drive business growth and customer satisfaction.

Responsibilities
  • Develop and implement digital product ownership strategies to address key business and customer problems.
  • Create product roadmaps aligned with the company strategy, working closely with cross-functional teams.
  • Define backlog items and develop scope with input from customers and stakeholders.
  • Solve product-related problems, make decisions, and complete trade-off analysis to achieve business deliverables.
  • Draft key objectives, results, and strategies, applying data to inform design and decision-making processes.
  • Collaborate with stakeholders during visioning and concept development of products.
  • Create a brilliant culture and one-team mindset within a cross-functional team setup.
  • Evaluate work done by development teams and provide constant feedback.
  • Assist the scrum/product development team in meeting sprint objectives and adjusting/improving product iterations before release.
  • Create and deliver product roadmaps to achieve commercial and customer metrics.
What We Offer

At Tabcorp, we offer a range of benefits that reflect our commitment to inclusion, diversity, and employee well-being:

  • A comprehensive hybrid working model with flexible anchor days.
  • A variety of leave types, including bonus leave, cultural leave, volunteer leave, flexi leave, and 18 weeks' parental leave for all new parents.
  • Thursday night drinks, social clubs, live sport, and racing action, staff competitions, awards, and free tickets to events.
  • Access to a comprehensive health and wellbeing app and Employee Assistance Program (EAP).
  • A dedicated learning platform with cutting-edge modules designed to help employees upskill and perform at their peak.
  • Commitment to inclusion and diversity, with annual Inclusion Month celebrations and our Gender Affirmation Statement of Support.

We are proud to shape our industry for the better and strive to create an inclusive workplace where all our people feel valued and have a sense of belonging. If you need assistance with the application process, please contact us.

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