Customer Experience Improvement Specialist

2 weeks ago


Melbourne, Victoria, Australia Latitude Full time

Enhance Customer Experiences with Latitude

We're looking for an exceptional CX Improvement Specialist to join our team at Latitude. As a key member of our financial services experience enhancement team, you'll play a vital part in driving continuous improvements to our products and services.

About the Role:

  • Collaborate closely with the Portfolio Manager and Channel Manager to develop innovative solutions that enhance the overall customer experience across all channels.
  • Utilize your analytical skills to map and optimize the customer journey, ensuring seamless interactions and experiences.
  • Proactively monitor customer feedback, business impact, and internal requirements to identify areas for improvement.
  • Partner with external vendors to deliver projects and research initiatives that drive CX enhancements.
  • Work collaboratively with designers, developers, and stakeholders to design and implement user-centric UI/UX designs.
  • Present CX project progress, performance results, and insights to key stakeholders during regular meetings.
  • Effectively utilize tools like Jira, Miro, and Confluence to manage new initiatives, track progress, and demonstrate the CX optimization roadmap.
  • Perform other duties as reasonably required by management.

About You:

  • A solid background and understanding of the credit card or lending industry.
  • Extensive experience in customer experience optimization and customer journey mapping.
  • Proof of successful conversion-based optimizations on webpages, online forms, mobile apps, and conversion funnels within the financial sector.
  • The ability to collaborate effectively with Tech and Business teams to deliver complex projects.
  • A great collaboration attitude, on-time delivery experiences, and strong problem-solving skills.
  • Familiarity with Salesforce Marketing Cloud user segmentation and journeys.
  • An advanced user of Google Analytics, LookerStudio, and Miro.
  • Excellent presentation skills for CX initiatives, briefs, Q&A sessions, and milestone reviews.
  • Great communication and presentation skills.

What We Offer:

  • A competitive salary of $120,000 - $180,000 per annum.
  • A flexible working environment that supports work-life balance.
  • Opportunities for professional growth and development.
  • Recognition programs, including education support, charitable donations, and community partner days.
  • Flexible work arrangements, including hybrid work setups and paid volunteer leave.
  • Yearly salary reviews and bonuses.


  • Melbourne, Victoria, Australia Commercial-RTA-Customer Experience Full time

    About the RoleWe are seeking a skilled Technical Product Expert to join our Commercial-RTA-Customer Experience team. As a key member of our team, you will provide technical support to our Real Estate agency clients using our Real Time Agent product.As a Technical Product Expert, you will be responsible for delivering high-quality technical support to our...


  • Melbourne, Victoria, Australia Customer Engagement Centre Full time

    Job DescriptionWe are seeking a highly skilled Customer Engagement Associate to join our Customer Engagement Centre team.About the RoleThis is a hybrid working arrangement, with a mix of remote and on-site work. The successful candidate will be required to perform national police checks.Key Responsibilities:Provide exceptional customer service through...


  • Melbourne, Victoria, Australia AGL Full time

    Transforming Customer Experiences at AGLWe're seeking a dynamic and data-driven Customer Experience Specialist to join our Customer Experience team at AGL. In this role, you'll play a pivotal part in enhancing the experience for residential and SME customers, analysing customer feedback, and identifying opportunities to drive meaningful changes across AGL's...


  • Melbourne, Victoria, Australia Customer Engagement Centre Full time

    Role OverviewWe are seeking an experienced customer service professional to join our team as a Customer Engagement Associate.


  • Melbourne, Victoria, Australia carsales Full time

    About usAt carsales, we're passionate about providing a seamless experience for our customers. We're always looking for talented individuals who share our vision and values.Job SummaryWe're seeking a Customer Experience Specialist to join our team. This is an exciting opportunity to work with a dynamic team and make a real impact on our customers' lives.Key...


  • Melbourne, Victoria, Australia Tal Services Limited Full time

    Job DescriptionWe are seeking a Customer Experience Specialist to join our team at Tal Services Limited.About the RoleThis is an exciting opportunity to work in a fast-paced environment where you will be responsible for delivering exceptional customer experiences via telephony and online platforms.Your Key ResponsibilitiesTele Underwriting and Interviews:...


  • Melbourne, Victoria, Australia Hudson Australia Full time

    We're seeking a skilled Customer Experience Specialist to join our team in Melbourne. As a key member of our customer-facing team, you'll be the first point of contact for customers seeking assistance with their accounts.In this role, you'll have the opportunity to make a real impact by helping customers unlock benefits and providing solutions to improve...


  • Melbourne, Victoria, Australia Xplor Full time

    Customer Experience Specialist OpportunityXplor is dedicated to delivering exceptional customer experiences across its diverse product offerings, serving over 106,000 customers in 20 markets globally. As a Customer Experience Specialist, you will play a pivotal role in ensuring timely and effective resolution of complex customer queries, fostering strong...


  • Melbourne, Victoria, Australia Intrepid Experience Full time

    Company OverviewAt Intrepid Travel, we're a team of passionate individuals dedicated to creating life-changing experiences for our customers. As a certified B Corp, we prioritize sustainability and social responsibility in everything we do.SalaryWe offer a highly competitive salary of $150,000 - $200,000 per annum, depending on experience, as well as a range...


  • Melbourne, Victoria, Australia Darebin City Council Full time

    About Darebin City CouncilDarebin City Council is a dynamic and inclusive organization serving one of the most diverse communities in Melbourne's northern suburbs.We pride ourselves on our commitment to social inclusion, sustainability, engagement, and service excellence. Our vision is for a community that works together to advance community life.Job...


  • Melbourne, Victoria, Australia Darebin City Council Full time

    About the RoleThe Customer Experience Transformation Specialist will be a key member of the transformation team at Darebin City Council, driving customer-centric approaches and solutions to enhance the community's experience.This role involves coordinating and conducting customer research to identify community needs, supporting the development of a customer...


  • Melbourne, Victoria, Australia Department of Transport and Planning Full time

    This is a unique opportunity to join the Department of Transport and Planning as a Customer Resolution Officer. As a key member of the team, you will apply analytical, creative, and proactive approaches to enhance the customer experience.The ideal candidate will work collaboratively with others to respond to customer issues, deliver the best possible...


  • Melbourne, Victoria, Australia Catch Full time

    About CatchCatch is a pioneering Australian e-commerce company that has been revolutionizing online retail since 2006. With a strong focus on delivering exceptional customer experiences, we continue to shape the way Australians shop online.


  • Melbourne, Victoria, Australia Liberty Financial Group Full time

    About LibertyWe're a financial services business on the move, looking for talented individuals who share our passion for delivering exceptional customer experiences. Our mission is to champion free thinking and help people get financial.The OpportunityAs a Customer Experience Specialist with Liberty Financial Group, you'll play a key role in providing...


  • Melbourne, Victoria, Australia Catch Full time

    Catch.com.au is a leading online retailer in Australia, offering everyday low prices on popular brands.We are seeking an experienced Business Analyst to join our Customer Service team. As a key member of the team, you will be responsible for delivering exceptional customer service and driving business improvements.Key Responsibilities:Interact with customers...


  • Melbourne, Victoria, Australia BOQ Specialist Full time

    About the OpportunityWe are seeking an experienced Customer Portfolio Manager to join our team at BOQ Specialist. In this role, you will be responsible for managing a diverse portfolio of customers, with a focus on customer retention and growth.


  • Melbourne, Victoria, Australia Sportscraft Full time

    About the RoleAs a Customer Experience Specialist, you will be responsible for delivering exceptional customer-focused service and ensuring seamless transactions in our store. You will report to the Store Manager/Assistant Store Manager and work closely with the team to achieve sales targets and maintain the highest levels of store presentation.


  • Melbourne, Victoria, Australia Transurban Full time

    As a key member of our team at Transurban, the Customer Communications Specialist will play a vital role in ensuring our customers have a seamless and engaging experience. The successful candidate will be responsible for developing and implementing effective communication strategies, enhancing customer satisfaction and loyalty through exceptional service and...


  • Melbourne, Victoria, Australia Viva Energy Australia Full time

    We are seeking a highly skilled Customer Service Specialist to join our Commercial Team in Australia. This is a key role focused on delivering an exceptional experience to our Commercial customers through various communication channels.Job OverviewThis permanent part-time role requires working 3 days a week, with the Customer Service Centre operating from...


  • Melbourne, Victoria, Australia Bendigo and Adelaide Bank Full time

    About the RoleWe are seeking a Customer Experience Specialist to deliver exceptional service to our customers, understanding their needs and circumstances to find the right solutions. You will work in a dynamic environment, moving between front-of-house concierge, finding solutions and educating customers, as well as providing consumer lending and other...