Head Of Consumer Experience

18 hours ago

Melbourne, Victoria, Australia beBeeConsumer Full time $120,000 - $140,000
About the Role

We are seeking a strategic-minded individual with management experience in consumer improvement to join our Service team. This newly created role will support and embed the implementation of our new operating model within our customer contact centres, ensuring that our services meet the expectations of consumers.

Key Responsibilities:
  • Drive performance and productivity, delivering operational services that meet customers' needs and service standards.
  • Collaborate with internal and external stakeholders to develop and implement process and quality improvements positively impacting the team and customers.
  • Improve customer experience by analyzing current processes, automating, digitizing, training employees, monitoring, and measuring the customer experience.
  • Continuously improve the customer experience by gathering feedback, implementing new ideas, and communicating with customers.
  • Employ influencing strategies to persuade key stakeholders to take action.
  • Ensure the successful implementation of change initiatives for the Consumer service team, assuring the desired benefits are achieved through 100% adoption by the team members, managing change resistance through targeted actions.
  • Develop processes ensuring external providers' and delivery partners' inputs enable the attainment of critical service level agreements.
  • Resolve operational issues, including identifying root core issues, analyzing the impact, and managing solutions to mitigate the risk of reoccurrence.

About You

This role is for a proactive, driven individual with a passion for customer service, a desire to lead a professional and fun team, and strong leadership, communication, and interpersonal skills.

  • Proven experience in a similar role, leading teams and driving change within a consumer service environment.
  • Strong background in vendor partnerships.
  • Strong leadership, communication, and interpersonal skills.
  • Experience in managing budgets, resources, and projects.
  • Ability to think strategically, with a focus on results and achieving goals.
  • Strong problem-solving and analytical skills.
  • Experience in process improvement and change management.
  • Able to analyze data, connect divisions, network within the company, and conduct root cause analysis.

Diversity and Inclusion

We celebrate difference and believe in creating an inclusive workplace where everyone has the opportunity to contribute and grow.

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