Member Experience Lead

1 week ago

Melbourne, Victoria, Australia beBeeCustomer Full time $100,000 - $120,000
Job Overview

We're seeking a skilled professional to lead the execution of Member Care strategies and foster collaborative partnerships.

This is an exciting opportunity to drive service excellence across our Service Centre and Flybuys teams, developing and implementing coaching and training programs to enhance agent productivity and engagement.

You'll be responsible for analysing member feedback and operational data to inform program adjustments and drive continuous improvement in the member experience.

With a focus on profitability and financial oversight, you'll collaborate with finance teams to ensure alignment with program goals and financial efficiency.

In this role, you'll also act as a change agent, championing innovation and adaptability within Member Care and across squads where needed.

Our ideal candidate will have a deep understanding of customer service dynamics within a contact centre environment, excellent communication skills, and a proven track record of working effectively with senior executives, colleagues, and external partners.

Main Responsibilities
  • Service Centre Management
    • Lead execution of Member Care strategies in the Service Centre
    • Maintain clear communication channels with our Service Centre to ensure alignment on processes, priorities, and service standards
    • Monitor service centre metrics against service level agreements (SLAs)
  • Agent Development and Experience
    • Develop and implement coaching and training programs to enhance agent productivity and engagement
    • Lead initiatives to uplift member satisfaction and reduce complaints
    • Analyse member feedback and operational data to inform program adjustments and drive continuous improvement in the member experience
  • Profitability and Financial Oversight
    • Collaborate with finance teams on budget planning and forecasting
    • Monitor expenses and maintain cost-efficient practices across operational processes
  • Change and Innovation Leadership
    • Act as a change agent, championing innovation and adaptability within Member Care and across squads where needed
    • Collaborate with Support Squad Product and Delivery teams to advocate for and define change or enhancements requirements
  • Risk Management
    • Ensure compliance with organisational policies, industry standards, and regulatory requirements
Requirements

To succeed in this role, you'll need:

  • Able to express ideas clearly and concisely, both in writing and verbally
  • Proven experience in working effectively with senior executives, colleagues, and external partners
  • Strong capability to ensure accuracy and precision in all communications
  • Deep understanding of customer service dynamics within a contact centre environment

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